Game Changing Customer Support Communities (Presentation)
The following was the Presentation I gave at the Gilbane Conference in Boston Self-Service support communities are beginning to replace the help desk for internal and external customer support. In fact, these communities are simultaneously reducing costs (less support calls) and increasing revenue (SEO lead generation). Follow along as I explore the history of documentation [...]
Larry Hawes and the Challenges of Implementing Enterprise 2.0 in Today’s Corporations
Many of our readers have asked us confidentially about strategies to gain Enterprise 2.0 acceptance in the corporation. While every company is different (refer to Moore’s Crossing the Chasm), there are some that more difficult than others. I asked Larry Hawes of Gilbane to help us respond to the requests by answering a few of [...]
Don’t Worry it’s Only Enterprise 2.0
It’s been quite an event at the Enterprise 2.0 conference this week. Plenty to share with non-attendees. Dr. Wave of Google Wave fame made an appearance, based on customer feedback Enterprise 2.0 is not a crock, and claims that when the recession is over we’ll be working differently due to Enterprise 2.0 solutions. I’ve also [...]
