Drivers for Cloud Adoption–CIO Research
Interesting survey results just released that indicate cost isn’t the highest factor in cloud adoption (yay – at last people are talking more about non-cost impacts of cloud) – Respondents believe compliance requirements, value and competitive advantage are the key drivers for cloud adoption. The survey polled 330 global CIOs
Why customer service can’t be outsourced
After briefly participating in last night’s #custserv chat, I found myself dissatisfied with chats like these via a medium like that. I like to get definitions straightened out and agreed upon when they get “volatile” so to say. So, for future chats, please find a web page that does (and can be scanned in a [...]
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 [...]
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 [...]
So You Bought a JooJoo – How Will it be Serviced?
I know, it’s crazy to talk about the JooJoo (formerly known as CrunchPad) a day before the iPad is released. But the major gadget blogs do, having received a test unit – and that in itself is a bit of a PR coup for JooJoo. They should enjoy it while it last. Too bad it [...]
We All Work For Microsoft
This years first Patch Tuesday in January was a relatively small one, but the previous one in December was a real Monster, the biggest in five years. I wasn’t really surprised when it failed to install – that was just business as usual: The fact that the Get help with this error link brought up [...]
