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Episode #7

I Read the News Today Oi Vey

1. The CRM world was rocked by the rumors of salesforce trying to purchase Zoho, Oracle being asked to purchase salesforce, Microsoft trying to purchase Yahoo and Yahoo talking to Rupert Murdoch to stop Microsoft and then Yahoo being sued by its own shareholders who want them to listen to Microsoft - AGGGH
2. Microsoft decided that its communications protocols would be 30,000 pages of open source.
3. Forrester ranks the enterprise marketing companies - none that good

Lists
I look at BNET's 5 Signs of CRM system failure. I lament my 58 year old uncoolness because I still am stuck with the segment name Lists.

Experience Matters
I review a great customer experience focused blog called "The Perfect Customer Experience" run by Cincom, though you wouldn't know it....and I'm not entirely sure about that.

Sponsors
We say hi to our regular sponsor, MyCRMCareer.com and welcome a new one - Isymmetry.

Music for This Episode

1. Intro: Got My Mojo Working from the album, The Lost Tapes by Muddy Waters. Buy it at Amazon.com
2. News: I've Got News from the album, The Wheel Man by Watermelon Slim & The Workers. Buy at Amazon.com
3. News #2 - It Don't Matter by The Moot. Courtesy of The Podsafe Music Network
4. Experience Matters: Use Your Experience by Charles Bobus. Courtesy of The Podsafe Music Network
5. Outro: Rollin' by Maria Daines. Courtesy of The Podsafe Music Network

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Episode #5

Format Changes There are a number of format changes to the show. Lots & lots.

What are they, you might ask? (no?)

1. Experience on the Edge is once a week - around 35-40 minutes - Tuesdays
2. The interview show will be monthly with an occasional additional special. It'll be a separate show called "Luminescence" (isn't that a COOL name?)
3. Brent Leary and I will be doing CRM Playaz at least twice a month with the launch TBD. Watch these pages and our blogs
4. Finally, EOTE has a new format internally too. The news continues, but then we analyze lists that I find, lists top of... worst of.... lists that I create and I get lists that you create and blab about them. Finally, we do the customer experience story with the lessons learned in that.

I Read the News Today Oi Vey

1. Forrester finds that CRM still doesn't do it for 260 companies
2. Microsoft tries to "acquire" Yahoo. No comment - but Techcrunch has one
3. Emarketer finds that lots of folks listen to podcasts

Lists

I announce a contest to change the lame name "Lists" to something else, invite reader submissions of lists, and take a look at the Inside CRM Top 25 Influencer List in some detail

Experience Matters

By highlighting several examples including one at the Intercontinental Hotel in Toronto, I show how granularly the customer experience is examined by customers and how disproportionately customers weigh results. An individual bad thing can outweigh multiple good things if it irritates the expectations of the customer.

Music for This Episode

1. Intro: Muddy Waters Got My Mojo Working from the album, The Lost Tapes by Muddy Waters Buy at Amazon.com
2. News: I've Got News from the album, The Wheel Man by Watermelon Slim & The Workers Buy at Amazon.com
3. Experience Matters: Use Your Experience by Charles Bobus. Courtesy of The Podsafe Music Network
4. Outro: Rollin' by Maria Daines. Courtesy of The Podsafe Music Network

This is a good one if you like hearing me calmly rant about things in CRM. Listen in. We're rockin' and rollin' Got GREAT music too.

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Episode #3:

The Battle of Titans - SAP Goes All Web 2.0, Salesforce to Salesforce announced, NetSuite IPO About Time

NEWS
The news this week was pretty exciting, due in part it proved me right again and who's ego doesn't like that kind of stroking!! (Mine does) Some of the news:

1. SAP announced that it was transforming SAP CRM 2007 not just by adding some great functionality, but by an extreme makeover of the look and feel
2. Salesforce-to-Salesforce released to further salesforce's aim of world Business Web domination
3. NetSuite to FINALLY go public in December; starts with Dutch Auction

POVC
In this weeks segment - knowing the customer experience granularly is your new cornerstone requirement and BPT Partners, GCCRM and Strativity have some answers to that need (and...desire)

LOVE YA, HATE YA
We give love to Prahalad's & Ramaswamy'sThe Future of Competition and to Brent Leary & Michael Thomas on Technology for Business' Sake and throw a soft hate on to Making Meaning by Shedroff, Rhea, etc.

MUSIC ATTRIBUTION
The music this week is actually pretty damned good!

1. Intro and Closing -Waitin’ on the World to Change” (Cover Song) by Chris Lombardi
2. Forecast from the Cliff - Forecast by GSE-Prophet
3. MyCRMCareer Commercial - The Long Train (Cover Song) by Mark Henson Band
4. POVC - Experiences by Purple Universe
5. Love Ya Hate Ya - Sound of Silence by Chris Lombardi

A brief tutorial on how to map the customer experience

http://www.1to1media.com/view.aspx?DocID=30261
Delivering an engaging customer experience is essential, but for most organizations, channel partners or retailers deliver the bulk of that experience. So how can companies ensure that their partners are delivering a customer experience that creates loyalty to both parties? One strategy is to work closely with partners to solicit customer feedback, and then use that feedback to help enhance the experience the partners deliver.

http://www.wsradio.com/internet-talk-radio.cfm/shows/The-CRM-Talk-Radio-...

Bruce Culbert Interview on CRM talk radio to discuss CRM trends.