Marketing: Community emerges as a source of customer ‘truth’
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 […]
Salesforce Acquires Assistly… Anyone Else See a Disconnect?
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 […]
Customer Support in the Facebook and Twitter Era
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 […]
One-To-One and One-To-Many, Simultaneously
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 […]
