Articles for J. David Lashar
From Wreckage to Revival
Imperatives for CRM leaders in the automotive industry.
Marketing Beyond the Cloud
Technology and strategy convert customer interactions into actionable insight
The Cautionary Tales of CRM
Words of wisdom drawn from decades of disappointment.
Customer Service Gets SaaSy
The contact center can finally benefit from software-as-a-service.
The Partner-Proliferation Problem
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.
To SaaS or Not to SaaS?
That is the question. (The answer may surprise you.)
Strategies for Tight Budgets
Constrained spending is no excuse for CRM stagnation.
Even SaaS Requires the Right Approach
One "s" stands for "service"—so provide some.
Don’t Be Afraid of Discipline
Advance planning is the way to truly improve the customer experience.
The Hidden Cost of SaaS
Software-as-a-service fulfills its value proposition -- sometimes.
Are You Ready for SaaS?
You may think you are, but the truth is this: Size matters.