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 [...]

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 [...]