Comments on: Will the real History of CRM please stand up? http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/ Same old blog, brand new place Fri, 04 Dec 2009 20:29:45 -0500 http://wordpress.org/?v=2.8.5.2 hourly 1 By: Yet Another Versioning Scheme: Social Software 2.0 « The SiliconANGLE http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/comment-page-1/#comment-222907 Yet Another Versioning Scheme: Social Software 2.0 « The SiliconANGLE Tue, 17 Nov 2009 15:03:21 +0000 http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/#comment-222907 [...] industry on fire, with sales in the billions, that was started sometime in the mid-1990s, and Siebel Systems was started in 1993. So in the course of just a few years, CRM was a bona fide [...] [...] industry on fire, with sales in the billions, that was started sometime in the mid-1990s, and Siebel Systems was started in 1993. So in the course of just a few years, CRM was a bona fide [...]

]]> By: Social Software 2.0: Enterprise Process Ubiquity « I’m Not Actually a Geek http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/comment-page-1/#comment-222752 Social Software 2.0: Enterprise Process Ubiquity « I’m Not Actually a Geek Mon, 16 Nov 2009 14:42:17 +0000 http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/#comment-222752 [...] industry on fire, with sales in the billions, that was started sometime in the mid-1990s, and Siebel Systems was started in 1993. So in the course of just a few years, CRM was a bona fide [...] [...] industry on fire, with sales in the billions, that was started sometime in the mid-1990s, and Siebel Systems was started in 1993. So in the course of just a few years, CRM was a bona fide [...]

]]> By: Day 51: How to implement a CRM system (in an hour) | The 845 Club http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/comment-page-1/#comment-113306 Day 51: How to implement a CRM system (in an hour) | The 845 Club Fri, 19 Dec 2008 11:09:43 +0000 http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/#comment-113306 [...] Will the real History of CRM please stand up? [...] [...] Will the real History of CRM please stand up? [...]

]]> By: Chris Selland http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/comment-page-1/#comment-111454 Chris Selland Tue, 09 Dec 2008 14:56:10 +0000 http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/#comment-111454 I'm sticking with Gartner inventing the term CRM (although am I not surprised to see Tom Siebel and Jon Anton taking credit...). IBM and Siebel (who were partners) were definitely two of the first technology vendors to use the term - but they didn't create it. I should have also mentioned 'Customer Asset Management' which META Group (and Vantive) were using as another TLA candidate. I thought 'CAM' was the best term of all - because it came closest to recognizing that the key to success wasn't in choosing the software but in leveraging the value of the customer relationship. But Gartner - with support from Siebel, IBM and others - ultimately 'won' Thanks for the trip down Memory Lane! I’m sticking with Gartner inventing the term CRM (although am I not surprised to see Tom Siebel and Jon Anton taking credit…).

IBM and Siebel (who were partners) were definitely two of the first technology vendors to use the term – but they didn’t create it.

I should have also mentioned ‘Customer Asset Management’ which META Group (and Vantive) were using as another TLA candidate.

I thought ‘CAM’ was the best term of all – because it came closest to recognizing that the key to success wasn’t in choosing the software but in leveraging the value of the customer relationship. But Gartner – with support from Siebel, IBM and others – ultimately ‘won’

Thanks for the trip down Memory Lane!

]]> By: Edw3rd http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/comment-page-1/#comment-111164 Edw3rd Sun, 07 Dec 2008 16:15:45 +0000 http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/#comment-111164 I remember seeing CRM pop-up in early 1995, specifically introduced by Irving Wladawsky-Berger at internal IBM strategy discussions as one of the four strategies enterprises would deploy in the coming years. Everyone at the time kind of stared at him, but then got jazzed. The other pillars were Knowledge Management, Business Intelligence, and E-commerce, if I remember correctly. (a year later flowed the broader concept of e-Business as they asserted how companies would transform themselves using the internet). At the time, IBM were reorganizing their Software and Services marketing organizations along these lines for long term development. I remember seeing CRM pop-up in early 1995, specifically introduced by Irving Wladawsky-Berger at internal IBM strategy discussions as one of the four strategies enterprises would deploy in the coming years. Everyone at the time kind of stared at him, but then got jazzed. The other pillars were Knowledge Management, Business Intelligence, and E-commerce, if I remember correctly. (a year later flowed the broader concept of e-Business as they asserted how companies would transform themselves using the internet). At the time, IBM were reorganizing their Software and Services marketing organizations along these lines for long term development.

]]> By: Doc Searls http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/comment-page-1/#comment-110227 Doc Searls Tue, 02 Dec 2008 15:33:54 +0000 http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/#comment-110227 Thanks, everybody. Keep 'em coming. I need the info not for VRM, although it would help. It's for a book chapter I'm writing. Meanwhile there's <a href="http://www.referenceforbusiness.com/biography/S-Z/Siebel-Thomas-1952.html" rel="nofollow">this bio of Thomas Siebel</a>, which seems to say that he's the source of the term. For that lead, a hat tip to <a href="http://r0ml.net/blog/" rel="nofollow">r0ml</a>. Thanks, everybody. Keep ‘em coming.

I need the info not for VRM, although it would help. It’s for a book chapter I’m writing.

Meanwhile there’s this bio of Thomas Siebel, which seems to say that he’s the source of the term.

For that lead, a hat tip to r0ml.

]]> By: Bruce MacVarish http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/comment-page-1/#comment-110221 Bruce MacVarish Tue, 02 Dec 2008 14:35:44 +0000 http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/#comment-110221 I agree with Chris. The emergence of Customer Interaction Files (CIF), Call Center (CC), Sales Force Automation (SFA) and Relationship Marketing solutions in the mid 90's needed a category TLA to aggregate elements into a broader market big enough to track ( http://bit.ly/4d0pUW ) . As for Gartner being the origin for the CRM acronym, I don't know. It may be helpful to talk with Jon Anton at Purdue who I've seen credited for the CRM term... http://bit.ly/bjO I like where I think you're taking this. Based on understanding the evolution of CRM, it would be interesting to define how the functional elements of CRM (CIF, CC, SFA and others) are mapped into the VRM framework. I agree with Chris. The emergence of Customer Interaction Files (CIF), Call Center (CC), Sales Force Automation (SFA) and Relationship Marketing solutions in the mid 90’s needed a category TLA to aggregate elements into a broader market big enough to track ( http://bit.ly/4d0pUW ) . As for Gartner being the origin for the CRM acronym, I don’t know.

It may be helpful to talk with Jon Anton at Purdue who I’ve seen credited for the CRM term… http://bit.ly/bjO

I like where I think you’re taking this. Based on understanding the evolution of CRM, it would be interesting to define how the functional elements of CRM (CIF, CC, SFA and others) are mapped into the VRM framework.

]]> By: CRM Professionals » Blog Archive » Lohmann & Rauscher kiest voor Maximizer http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/comment-page-1/#comment-110199 CRM Professionals » Blog Archive » Lohmann & Rauscher kiest voor Maximizer Tue, 02 Dec 2008 09:34:19 +0000 http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/#comment-110199 [...] Will the real History of CRM please stand up? [...] [...] Will the real History of CRM please stand up? [...]

]]> By: Ravi http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/comment-page-1/#comment-110190 Ravi Tue, 02 Dec 2008 08:38:17 +0000 http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/#comment-110190 Doc, this might work better - using google news and searching the news archives by date range and playing with the words a bit http://news.google.com/archivesearch?q=building+customer+relationship&btnG=Search&hl=en&um=1&ie=UTF-8&as_user_ldate=1900&as_user_hdate=1980 Doc, this might work better – using google news and searching the news archives by date range and playing with the words a bit

http://news.google.com/archivesearch?q=building+customer+relationship&btnG=Search&hl=en&um=1&ie=UTF-8&as_user_ldate=1900&as_user_hdate=1980

]]> By: Hanan Cohen http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/comment-page-1/#comment-110163 Hanan Cohen Tue, 02 Dec 2008 05:07:19 +0000 http://blogs.law.harvard.edu/doc/2008/12/01/will-the-real-history-of-crm-please-stand-up/#comment-110163 Did some USENET (Google Groups) searches. comp.groupware.lotus-notes.misc Oct 8 1994 What can Lotus Notes do for me? http://groups.google.com/group/comp.groupware.lotus-notes.misc/browse_thread/thread/829fb3bf1ff96820?q=%22customer+relationship+management%22#806c288a4522cf63 biz.comp.services Mar 18 1995 Software helping Banks Manage Relationships http://groups.google.com/group/biz.comp.services/browse_thread/thread/6a20465d1903bea0?q=%22customer+relationship+management%22#262699c7f8fa601a ne.jobs Apr 19 1995 US-MA-Waltham Marketing_Programs_Manager IRI_Software http://groups.google.com/group/ne.jobs/browse_thread/thread/8136ff4f5e26304d?q=%22customer+relationship+management%22#38db695b7d73c297 Did some USENET (Google Groups) searches.

comp.groupware.lotus-notes.misc
Oct 8 1994
What can Lotus Notes do for me?
http://groups.google.com/group/comp.groupware.lotus-notes.misc/browse_thread/thread/829fb3bf1ff96820?q=%22customer+relationship+management%22#806c288a4522cf63

 biz.comp.services
Mar 18 1995
Software helping Banks Manage Relationships
http://groups.google.com/group/biz.comp.services/browse_thread/thread/6a20465d1903bea0?q=%22customer+relationship+management%22#262699c7f8fa601a

ne.jobs
Apr 19 1995
US-MA-Waltham Marketing_Programs_Manager IRI_Software
http://groups.google.com/group/ne.jobs/browse_thread/thread/8136ff4f5e26304d?q=%22customer+relationship+management%22#38db695b7d73c297

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