First things first. Thank you, Brian. I am truly thrilled that I’m getting the honor of addressing your friends and I’m more thrilled even to be able to call you a friend.
You know, I’ve spent a lot of time looking at the CRM market, as an analyst, consultant, journalist, blogger and whatever other chameleon-like title you can give me. While it’s immensely gratifying to see that Social CRM is now part of the mainstream discussion process and is even being mentioned as something that is being sought as a knowledge level or skill set in job descriptions. But what is also apparent is that there are some things that need to be clarified about where in the pantheon of the gods of realism that Social CRM actually resides, because the hype about what it can do and the venom spit at it by the naysayers are abundant in ridiculous amounts.
In order to do that, let me throw something out to you guys, which may or may not come as a shock. If it does, uh oh.
Here goes. [Read more...]