Monthly Archives: October 2007

Each time I log into my Network Solutions account I get reminded of the need to fix CRM from the outside. They have tried really hard, and their cross-selling engine is a work of CRM art – but why oh … Continue reading →

Here’s a good example of the need for VRM. It seems, according an industry expert, that some retailers would be un-profitable if it were not for the monies that they make selling dubious warranties.

I’m just back from the first Project VRM planning session in Boston, lots of good progress made – ably facilitated by Joe Andrieu from Switchbook. At the meeting were Doc Searls, Joe Andrieu, Chris Carfi, Dean Landsman, Charles Andres, Brett … Continue reading →