Salesforce.com has recently put an emphasis on a new paradigm, knowledge as a service, which relies heavily on social CRM, and has positioned its corporate vision towards that end.  Yet, as has become commonplace focus is on brand-related solutions that are fit for the enterprise, but does nothing to touch on sCRM for the SMB [...]

Ian Hendry, CEO of WeCanDo.biz, recently had a post over at ZDNet regarding Social CRM for small businesses.  Hendry’s thesis is that most of the discussions surrounding SCRM involve distributed brand management.  While important for medium and small sized businesses, Hendry argues, the strategy has the danger of leaving small businesses behind.  Hendry argues that [...]

One of the larger causes of CRM implementation failures in small businesses is over-engineering.  Small businesses have a need to be agile and flexible, and many a CRM implementation tries to put too many restrictions and enact too rigid a process to make the tool useful for a small business.
Several years ago, I was involved [...]