‘customer care’ posts

What's wrong with CRM as we know it?

Posted by Optaros on 02 Jun 2008

For anyone familiar with the Web2.0 paradigm and its impact on user behavior, it should come as no surprise that CRM is also going through a major change. This change is primarily driven by two factors. the emerging social, collaborative web user the rapid technical advances such as web access ubiquity, broadband connections enabling rich | View post »

Mobile Web 2.0 – Open Marketplaces are the foundation for the future of Telecom Operators

Posted by Optaros on 16 Apr 2008

A next step in opening the telecom operator’s world is to allow partners to leverage the existing telecoms infrastructure. Enabling third parties to leverage native telco assets and resources for new services or for pure reselling will help drastically increasing volume (long tail) and thus impact profitability. BT has done a great job with their | View post »

Optaros at SugarCON 2008

Posted by Optaros on 12 Feb 2008

I spent the Wednesday – Friday last week at the SugarCON conference in San Jose. Overall, I found it a good event with relevant and entertaining speakers, topics, and lots of opportunities to hook up both with the SugarCRM team and other players in that eco-system: – SugarCRM CEO John Roberts illustrated the SugarCRM success | View post »