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Conventional wisdom on CRM requirements doesn't wo


The final major flaw with the functionality led approach to CRM requirements gathering is the Rumsfeldian notion of the unknown unknowns. Users, who invariably haven’t used CRM technology before, are expected to articulate a complete vision of what...
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Traditional CRM vendor fights back


Traditional CRM vendor fights back by integrating SharePoint, Outlook.  Microsoft may be engaged in a price war with Salesforce.com, but traditional server-based CRM vendors have hardly rolled over and cried uncle.  Today, CDC Software announced...
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Gmail Outage Raises Concerns for Small Business


Latest Gmail Outage Raises Concerns for Small Business Sometimes, your greatest assets can become costly liabilities. Google's remarkable success and rapid growth over the past few years may have set the bar too high for customer expectations of...
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Hiring and Keeping Staff - The Silver Bullet


Difficulty is mounting for most businesses to hire and retain key staff.The reasons are many and often hard to manage. For example, when skilled workers retire due to age, there is no simple solution to replace them, nor to retain their skills and...
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SaaS in China


Besides my technical role in developing SaaS architecture guidance, I've had the privilege to be deeply involved in molding the SaaS industry in China. Over the course of the last year, I've travelled to different cities in China, working with my...
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Templates bring Docs to life


What do wedding planners, gas mileage calculators and photo albums have in common? They're all examples of templates available in the Google Docs Template Gallery that Sarah Beth Eisinger (Docs Templates engineer), Grant Dasher (intern), and I...
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