Part 1 of this blog series talked about the historical background of the JRocket Marketing Grape Escape(TM) event. Grape Escape has become a June fixture over past several years, after the high traveling season to major vendors’ events subsides and before everyone takes their summer vacations. It is a signature event that showcases the intimate analyst relationships (AR) and event expertise that JRocket Marketing’s president and founder Judith Rothrock delivers to her software vendors’ client base by giving them exposure to a selected group of industry analysts.

Part 1 also analyzed the news announcements by Jeremy Roche, CEO of FinancialForce.com, followed by the testimony from its customer Wi-Fi Alliance. Part 2 analyzed the Grape Escape 2010 news announcements from Meridian Systems CEO John Bodrozic and SYSPRO US CEO Brian Stein, followed by these vendors’ customers (Walt Disney and Lee Spring, respectively).

Part 3 analyzed major news coming from UNIT4’s Agresso product line, as presented by Shelley Zapp, CEO of UNIT4 North America, and followed by the company’s higher education customer, Augsburg College.

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We’ve all had bad experiences with customer service yet we still expect them to be great each time we call. I’m not saying that we should expect the worst, but maybe we should think of the following things before getting angry, frustrated, or homicidal (as someone said at the CRMe10 conference yesterday): Read the rest of this entry »