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Browse: Home / get satisfaction

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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

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

Customer Support in the Facebook and Twitter Era

Customer Support in the Facebook and Twitter Era

By Ben Kepes on November 4, 2009

I’ve been a follower of Helpstream CEO Bob Warfield since before I begun blogging. He’s a super smart, super analytical SaaS commentator who left the world of full time blogging to enjoy the rewards of corporate leadership. I’d have made this session no matter what, the fact it included a bunch of other really smart […]

Posted in Enterprise, General, Marketing | Tagged customer support, forrester, get satisfaction, Helpstream, heresay labs

One-To-One and One-To-Many, Simultaneously

One-To-One and One-To-Many, Simultaneously

By Ben Kepes on July 9, 2009

I’ve written a few times in the past about Zendesk a Danish Boston-based company that provides a nice friendly help-desk tool that is a perfect way for companies to engage customers in deep one-to-one support conversations – the sort of conversations that wouldn’t happen on a customer facing forum or blog. Zendesk have gained quite […]

Posted in Product reviews, Small business | Tagged crowd sourcing, get satisfaction, help desk, ideo, one to many, one to one, twitter, viddler, zendesk | 4 Responses

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