Biographical Information

J. David Lashar

associate partner, CRM practice, IBM Global Business Services

J. David Lashar ( is an associate partner in the CRM practice of IBM Global Business Services and the leader of the IBM CRM SaaS Center of Excellence.

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.

Servicing Software-as-a-Service

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.