Let me paint you a typical problem in a home office scenario: You are working at home finishing a document you need for your meeting on Monday morning, click on Print – and nothing happens. Try again, still nothing. You go through your standard “repair” techniques: turn the printer off and on, unplug the connecting [...]
Read the rest of this entry »I had an excellent lunch with my friends at Simplybox (great company, killer idea, well implemented enterprise collaboration- not a client) on Wednesday and we had a sensational discussion on solving problems. They are going through a growth phase and are trying to position their product better based on their customers feedback. We discussed several [...]
Read the rest of this entry »I had an interesting day today following the live-tweets from the SAS Inside Intelligence Analyst Event. There were some very interesting tweets that came along, like this one from Ray Wang (Enterprise Analyst with the Altimeter Group, and the most prolific tweeter for the event with around 15% of the total tweets):
Finally, I thought, organizations [...]
Read the rest of this entry »The driving force for the Social Customer era is the participation in communities both for social and professional purposes. From the structured social networks (e.g. Facebook and Twitter) to company-owned or company-sponsored communities used for support, sales prospecting, or research and development, through communities used internally for collaboration between workers – communities are showing up [...]
Read the rest of this entry »It is certainly quite interesting to hear people discuss “The Social Business” as if it was a brand-new invention, something that we never thought of before. These are the same people that are claiming that now the customer is in control and we have to turn our businesses to them and vow in their general [...]
Read the rest of this entry »On Wednesday February 17th I attended the event where Salesforce launched the private Beta of Chatter. Leaving aside the fact that you need an event to launch a private Beta, it was a good opportunity to see the progress that Chatter had made since the announcement at Dreamforce 2009. If you recall, I thought it [...]
Read the rest of this entry »I wrote a blog post at TheSocialCustomer.com trying to define what a Social Business is. I am quite certain I am far from done with the definition, but there is one part in the post that I want to expand a little bit more: customers’ expectations.
I wrote that for a Social Business (actually, it really [...]
I had very interesting conversations and strategy sessions with my clients lately, and noticed peculiar things in the market as well — all of them around the same issue: Platforms.
No, I am not talking about the shoes of the 1970s we loved so much, I am talking about the intermediate layer of the cloud model [...]
I write two posts a month exclusively on TheSocialCustomer.com, which I do think is a very interesting community to share all things related to Social Businesses and Social CRM.
When I told you what I was going to focus on for this year I said I wanted to look at the evolving business functions in a [...]
an evaluation of the Genesys Analyst day in 2010, including coverage of the iWD, SIP Server, and cloud-based Customer Service solution
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