SalesForce Makes Listening And Engaging In The Social Web Easy
Salesforce.com (see previous CloudAve coverage) today announced Service Cloud 3, their customer service software available as SaaS. This new version ties social web to the customer service portal making the interaction across social network seamless. With this tight integration organizations can closely monitor the conversations across social networks and engage with their clients seamlessly from [...]
Amazon Feels Pressure And Beefs Up Their Support Services
Even though Amazon has a large lead over other public cloud providers, they still have to sweat out as they target the enterprise customers. Recently, Opsource and Rackspace, two other public cloud providers targeting the same customers started offering managed cloud services with the same cloud like pricing. Already, Rackspace has established their mark in [...]
DBS, Intuit: Doing the Hard Yards for Transparency in a SaaS Era
I arrived back from Tokyo to the news of a major DBS snafu, involving the loss of the entire ATM network, Internet and mobile banking services for 7 hours on the 5th July. That’s bad. However, the unqualified apology by DBS’ CEO, Mr Piyush Gupta, was truly a breath of fresh air. Not only was [...]
About that Second “S” in SaaS – Awesome Service
”There is an app for that” – say the Apple commercials. “There is a plugin for that” – was my conclusion, while lookin for the rigth tools to move the Enterprise Irregulars blog to WordPress a few months ago. Seriously. The WordPress ecosystem is simply amazing, things that a few years ago required messing with [...]
It’s All About Support – Granular Is Good
The other day I had one of those nightmare situations that only those who are similarly detail-focused (some would say retentive) as myself can appreciate. Now I’m a stickler for detail – it really offends my sensibilities when things aren’t stacked in order, when things don’t match and, most of all, when the numbers in [...]
Dell Sales Support Chat
<SOAP-ENV:Envelope><SOAP-ENV:Header/>−<SOAP-ENV:Body>−<SOAP-ENV:Fault><faultcode>SOAP-ENV:Server</faultcode>−<faultstring>Unable to Connect to Talisma Server at 143.166.82.76</faultstring>−<detail>−<e:faultdetails>−<message>Fail to receive through socket – [10054: WSAECONNRESET]</message><errorcode>99999</errorcode></e:faultdetails></detail></SOAP-ENV:Fault></SOAP-ENV:Body></SOAP-ENV:Envelope> No kidding.. and this is SALES (?), not even tech support.
Supporting The Freeloaders
In response to my yesterday’s post, Whose Throat Should We Choke, one of the readers sent me an email saying that it is unreasonable to expect Cloud applications providers to support freeloaders and dashboards are better suited to deal with them. He argues that there is no way SaaS vendors are going to spend money [...]
Are Free Customers Disposable?
Image by CC Chapman via Flickr Phil Wainewright writes on ZDNet.com about how web giants are treating their customers More than any of these acts, though, the most constructive change would be to get rid of the mindset that leads these Web giants to belittle the circumstances of its ‘consumers’. Is it unreasonable of us [...]
Inbound Marketing, Sales & Customer Advocacy
Connecting the dots is the tagline on my personal blog, for a good reason: I enjoy reading individual pieces and discovering the common theme in them. Such two articles are a guest post on CloudAve by a practicing SaaS CEO, Julian Shakespeare Stone: To Sell or Not To Sell, and Rick Burnes’s piece @ HubSpot [...]
