The first person I knew who saw it was an art gallery friend-owner in San Francisco back in 2000.  He used to tell me that he could no longer tell by looking who was going to come in and buy.  Some of his biggest sales were to people...Read More

Having traveled the path with CRM for as long as I have, I am keenly aware of what constitutes both the peaks and the valleys of customer service. CRM has evolved brilliantly, and that has raised the standard for service delivery. We expect good...Read More

If you have been following Social Media Week around the globe these last few days, you would have seen some of the world’s best known brands, thought-leaders, and social media advocates come out to voice their ideas, share their opinions...Read More

Social Media Week 2012 is now at the half way point.  Today, top brands like Cisco, NVIDIA, and analysts from Altimeter joined me and colleagues from SAP to continue the great conversation.  Hosted at SAP, the event brought luminaries,...Read More

Last week, we took a few days to host what we called the Customer Experience Innovation Workshop, here at SAP in Palo Alto. We were joined by some of the best thinkers in the business -– Lior Arussy, Ray Wang , Henry Chesbrough and Michael...Read More

There’s nothing revolutionary about gauging consumer opinion, except when you use social media to help. Incorporating properly distilled data from the likes of Twitter and LinkedIn offers investors access to an exponentially broader slice...Read More

I am at a conference in New Orleans, where here the term “blackout” (referring to the SOPA protest site blackouts of Wikipedia and others) has a different meaning in the Big Easy and usually comes with some commemorative beer mugs...Read More

Are you feeling particularly empowered as a customer or consumer these days? You should! The evolution of technology over the last five decades has fundamentally shifted the position of the customer as we move into a decade of social business...Read More

Picking “the rise of the Social OS” as his #1 tech trend for 2012, Wells Fargo senior tech analyst Jason Maynard and his team have released a list of Top 12 Tech Trends for the year that also features “The Internet Is Not Dead....Read More

SAP loves to drink its own champagne. My parent company is not only one of the leading enterprise mobility vendors with 17.5 million mobile users, but its internal deployment of mobile devices, software and apps is a role model for the rest of the...Read More