I get irritated reading the many poor quality articles about open source CRM. They’re usually written by technology journalists without detailed knowledge of either open source or CRM, by bloggers who just want to get a thousand words and a few thousand hits, or by third parties with a dog in the fight who want to deflect from the emergent threat of open source to their cosy proprietary world. Generally they are inaccurate, poorly researched or misinformed. Read more...

We can all picture a swan gliding calmly over still waters. As business people, most of us can’t help thinking of those two legs beneath, paddling tirelessly, navigating currents, rocks, weeds and the odd pinching crab.

In the business world, you need to paddle hard to be a swan these days. Consumers’ expectations of always-on, mobile-friendly digital services are crossing industry boundaries so that it’s not good enough to just be better than your direct competitors. Instead, your business is being compared with the best customer experience in every industry. If it’s too complicated to get something done on a small screen with tiny keys, then your customers go elsewhere. Read more...

As a founder of SugarCRM, I am often asked the question, “how do you compete against Salesforce?” After all, they have great buzz in the marketplace. And because of their position in the CRM space, we must beat them at some stage of the evaluation process every time we sign up a new customer. How do we do it? Read more...

By 2020, customer experience will outweigh the importance of price and product. Are you investing enough in building relationship with a customer?

This is the first in a new blog series on the role of customer relationships and how Relationship Analytics can improve your key sales and business metrics.

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