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Biographical Information
J. David Lashar
associate partner, CRM practice, IBM Global Business Services
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J. David Lashar (dlashar@us.ibm.com) is an associate partner in the CRM practice of IBM Global Business Services and the leader of the IBM CRM SaaS Center of Excellence.
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Articles By J. David Lashar
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Technology and strategy convert customer interactions into actionable insight
Words of wisdom drawn from decades of disappointment.
The contact center can finally benefit from software-as-a-service.
An on-demand CRM platform involves a partner-selection process as well.
Trade-Offs, Part 2 — The Technology Side: "The end of software" doesn't mean the end of software headaches.
That is the question. (The answer may surprise you.)
Constrained spending is no excuse for CRM stagnation.
One "s" stands for "service"—so provide some.
Advance planning is the way to truly improve the customer experience.
Software-as-a-service fulfills its value proposition -- sometimes.
You may think you are, but the truth is this: Size matters.
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