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Well-known CRM analyst and thought leader, Denis has made contributions to our thinking about cloud computing, CRM, social media, analytics and mobility. He runs the Beagle Research Group, LLC and is the author of "Solve for the Customer", "You Can't Buy Customer Loyalty, But You Can Earn It", and recently, "The Age of Sustainability". He frequently contributes to this and other outlets. Check out, and

2 responses to “At SugarCon 2013, NYC”

  1. John Roberts

    Great article, it is hard to get excited about CRM these days and that classic Sales Rep “closing a deal” demo we’ve all seen it a million times. It is time for something completely new.

    I do agree with you that today it is harder to generate quality leads than to work them through a proven sales process. Older CRM systems have always placed field sales reps as their primary users. This CRM app orientation no longer fits our post Linked-in/Facebook business world I believe.

    With the use of Suri like sales assistants, modern CRM systems are designed for transaction throughput, not just tracking a few large deals through a complicated sales methodology.

    The use of automated marketing interactions can save time and increase customer responsiveness. But there should be a good blend between human and computer (sales assistant) dialog with the customer.

  2. Chris van Loben Sels (@chrisvls)

    Denis —

    Great piece, as always. Very balanced view of both Sugars transition and the opportunity of the “non-adopted.” Have always wondered why no one goes after a different pricing scheme . . . as long as companies pay per user, won’t they always cut corners on how many users they enable?

    We see a ton of CRM innovation triggered by, of all things, the rise in app stores. Why? Since actual CRM users can now become the CRM buyers, companies like ours can build apps for the individual salesperson, to help them sell better. But, we think it’s a new market (see link below).

    Thanks as always —