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Browse: Home / customer service

customer service

SugarCRM CEO talks customer engagement, selling, and the empowered digital consumer

SugarCRM CEO talks customer engagement, selling, and the empowered digital consumer

By Michael Krigsman on August 25, 2015

The phrase “customer engagement” expresses the value and importance of interacting with buyers. We all want prospects and customers to interact positively with our brand and products. While unhappy customers often share their stories online, converting customers into fans, or even brand advocates, is another story altogether. On one level, it’s simple. If customers love […]

Posted in Business, Featured Posts | Tagged @comcastcares, #cxotalk, Comcast, customer service, CXO

Digital Enterprise : Key Tenets Of Success

Digital Enterprise : Key Tenets Of Success

By Sadagopan on April 6, 2015

 Digital technology is clearly driving massive change in enterprise and consumer behavior, prompting business and brands to rethink the way they reimagine the ecosystem in which they operate and in their strategies to reach, engage and retain customers. In simple terms, it can be said that the customers expect more from the business that they […]

Posted in Business, Featured Posts, Technology | Tagged customer service, Digital Business, Digital Enterprise, Digital strategy, Digital transformation, Digitalization

CEO chessmaster: 'Mobile first' is a risky move for the enterprise

CEO chessmaster: ‘Mobile first’ is a risky move for the enterprise

By Michael Krigsman on April 1, 2015

During a conversation with Alan Trefler, CEO of Pegasystems, a $600 million enterprise software provider, we discussed points related to business strategy, omni-channel customer relationships, user experience, IT / business relationships, and bootstrapping a company without investors. The discussion took place as part of the CXO-Talk series of conversations with leaders who are shaping the […]

Posted in Business, Featured Posts | Tagged #cxotalk, chess, customer relationship management, customer service, CXO

Marketing: Community emerges as a source of customer 'truth'

Marketing: Community emerges as a source of customer ‘truth’

By Michael Krigsman on October 9, 2013

During a recent CxOTalk conversation with Wendy Lea, CEO of Get Satisfaction (disclosure: I am an advisor), we discussed the value of online communities in brand marketing. Although support organizations have long used communities to improve customer service and reduce costs, the relationship of community to marketing is particularly interesting. You can view the entire discussion […]

Posted in Featured Posts, Marketing | Tagged #cxotalk, customer relationship management, customer service, get satisfaction, Wendy Lea

Because Old School Retail is Dead–NetSuite Acquires Retail Anywhere

Because Old School Retail is Dead–NetSuite Acquires Retail Anywhere

By Ben Kepes on January 14, 2013

NetSuite’s acquisition of Point of Sale (POS) vendor Retail Anywhere creates a powerful offering that allows retail businesses to compete in the face of a challenging environment.

Posted in Business, Featured Posts | Tagged customer service, netsuite, Point of Sale, POS, retail, Retail Anywhere, Solution, zach nelson

MindTouch Delivers Knowledge Base for Salesforce Customers

MindTouch Delivers Knowledge Base for Salesforce Customers

By Ben Kepes on October 1, 2012

MindTouch is one of the early leaders in the Enterprise 2.0 space –their CEO, Aaron Fulkerson was a regular attendee on the conference circuit. Over the last couple of years however, MindTouch has gone pretty silent as  market conditions and heightened competition caused them to disappear from view. I bumped into Fulkerson in San Diego […]

Posted in Application Software | Tagged aaron fulkerson, customer relationship management, customer service, enterprise 2.0, mindtouch, salesforce, salesforce.com, San Diego | 2 Responses

Salesforce Launches Chatter Communities

Salesforce Launches Chatter Communities

By Ben Kepes on August 13, 2012

Salesforce is this morning announcing a new product, Chatter Communities, that aims to take the engagement aspects of its social tool Chatter out to specific verticals within organizations. Chatter Communities allows an organization to set up a specific community quickly – as an example it could be used to create

Posted in Application Software, Featured Posts | Tagged Business process, chatter, customer service, Dave King, Enterprise resource planning, organization, salesforce chatter, salesforce.com

Cloud’s Secret Sauce–Zendesk Delivers Best Practice Analytics and Customer Satisfaction Data

Cloud’s Secret Sauce–Zendesk Delivers Best Practice Analytics and Customer Satisfaction Data

By Ben Kepes on March 27, 2012

I’ve long said that one of the key benefits of cloud applications is the ability of vendors to aggregate and anonymize data from their users, and to offer this anonymized aggregated data back to users who can then derive insights from comparisons between themselves and other vendors. It’s an area fraught with concerns about commercial […]

Posted in Application Software, Featured Posts | Tagged Analytics, Customer Satisfaction, customer service, freshbooks, twitter, zendesk

Dropping Costs While Still Providing Support–A SmartPayroll Case Study

Dropping Costs While Still Providing Support–A SmartPayroll Case Study

By Ben Kepes on September 29, 2011

Over the past couple of years I’ve spent a reasonable amount of time with Asantha Wijeyratne, CEO of SmartPayroll, a New Zealand Payroll provider. I’ve been interested to talk to him, partly because he’s a lovely guy with an interesting business ethic, but also because his business is growing rapidly,

Posted in Business, Featured Posts | Tagged Customer, customer service, rackspace, smartpayroll, zappos

Salesforce Acquires Assistly… Anyone Else See a Disconnect?

Salesforce Acquires Assistly… Anyone Else See a Disconnect?

By Ben Kepes on September 22, 2011

News that salesforce has acquired service desk vendor Assistly in a move that many of us had an inkling about well before DreamForce – it seems that dotting the I’s and crossing the t’s of he deal saw it closing after the event. Assistly is a young company that is squarely positioned to compete with […]

Posted in Application Software, Business, Featured Posts | Tagged assistly, CRM, customer service, facebook, get satisfaction, salesforce.com, Service cloud, smb, twitter, zendesk | 1 Response

SalesForce Makes Listening And Engaging In The Social Web Easy

SalesForce Makes Listening And Engaging In The Social Web Easy

By Krishnan Subramanian on March 3, 2011

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 […]

Posted in Application Software, Enterprise, Featured Posts | Tagged briefs, cloudforce, customer service, salesforce, salesforce.com, Service cloud, Service cloud 3, social, Social Business, support

Image credit: Help Desk Notes

Why customer service can’t be outsourced

By Martijn Linssen on January 26, 2011

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 […]

Posted in Business, Featured Posts | Tagged 1.0, 2.0, application development, business exceptions, business rules, cloud computing, customer service, customer support, Exception handling, information, standardisation, technical support, trust, twitter | 2 Responses

Social Customer Service - proving you failed?

Social Customer Service – proving you failed?

By Martijn Linssen on January 4, 2011

A great comment by Guy Letts to my previous post on Acquisition versus Retention made me write this one – the comment is only half an hour old but blew my mind: There’s another example of how ridiculous is the pursuit of NEW rather than getting the basics right. Some large companies now boast of […]

Posted in Business | Tagged adapt, adopt, business exceptions, business rules, change, customer service, growth, social media, trust, twitter

Game Changing Customer Support Communities (Presentation)

Game Changing Customer Support Communities (Presentation)

By Mark Fidelman on December 13, 2010

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 […]

Posted in Business | Tagged communities, customer service, customer support, CustomerSupport, enterprise 2.0, facebook, gilbane, mindtouch, scrm, technical support, wiki help, wiki support

Would You Pay More for Excellent Customer Service?

Would You Pay More for Excellent Customer Service?

By Jacob Morgan on August 9, 2010

A key tenant in Social CRM has always been around providing users with a better experience.  In addition to delivering a great product one of the best ways to provide a better experience is through excellent service (yes there are other things).  Here’s a simple personal example. In my neighborhood there are two large grocery […]

Posted in Enterprise | Tagged american express, americans using social media, americans using the internet, customer experience, customer service, paying more for experience, paying more for service, scrm, Social CRM | 1 Response

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