John Burton
Homemaker, United States | @burtonjohnJohn Burton is a Director of Product Management at SAP, responsible for several areas of CRM including Social CRM and Contact Center Customer Service. John has been involved in contact center and customer service applications since he joined SAP in 1999. When not blogging about Social CRM, John enjoys ultra-marathon running in the mountains of California.
19 articles by John Burton
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Darth Vader, Lance Armstrong, and CRM?
Sept. 6, 2012 -
There's No Such Thing as "Social Media Samurai" or "Customer Service Ninjas"
Nov. 21, 2011 -
New Study Reveals Americans Fear Call Centers More Than Dental Surgery!
Nov. 10, 2011 -
Exclusive: You Own a Yacht and a Prize-Winning Labradoodle. You Don't Own Your Customer
June 3, 2011 -
Exclusive: You Own a Yacht and a Prize-Winning Labradoodle. You Don't Own Your Customer
June 3, 2011 -
With the Rise of Social Media, Will the Call Center Disappear Like the Mustache?
May 20, 2011 -
Psst... People are Talking About You. And They're not Saying Nice Things! Maybe You Should Put Down Your Pumpkin-Spice Latte and Join the Conversation!
Oct. 16, 2010 -
Chocolate Fountains, Cigarette Breaks, Dirty Martinis, Office Naps, Topless Fridays? Office No-No's or Secrets to Unlocking World-Class Customer Service?
Oct. 8, 2010 -
Social CRM? Yep, Still Trendy. Wearing Phones on Your Belt? Meh, not so Much!
Sept. 24, 2010 -
The Nitwit's Guide to Dispensing Customer Service: When to Strive for World-Class, and when to not even Bother
July 7, 2010 -
Cloud Computing Probably Won't Convince Your Teenager to Take out the Trash, but it Might Help Win Over Rebellious Business Users
Feb. 18, 2010 -
Do Barber Shops Need Social Media?
Feb. 10, 2010 -
What can the CRM Industry Learn From the Local Coffee Shop?
Jan. 25, 2010 -
CRM is not Dead; Anyone Who Says Differently is Brain Dead (or at Least Slightly Inebriated or Intoxicated)
Jan. 18, 2010 -
For Sale: Customer Service (New, Still in the Box). A Rough Guide to Avoiding Spectacular Customer-Service Failures in 2010
Jan. 11, 2010 -
New Year's Resolution: Don't Auction Your Customers off to the Highest Bidder! Instead work to Improve Your Customer Relationships
Jan. 2, 2010 -
Retain Your Customers with Great Customer Service, not Threats of Waterboarding or High Termination Fees
Dec. 28, 2009 -
What I Discovered About Twitter?
Dec. 22, 2009 -
Case Study: How Santa Claus Succeeded Despite Providing Worst-In-Class Customer Service - and Why He Will Fail in the Next Five Years
Dec. 13, 2009