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gilbane

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

Larry Hawes and the Challenges of Implementing Enterprise 2.0 in Today’s Corporations

Larry Hawes and the Challenges of Implementing Enterprise 2.0 in Today’s Corporations

By Mark Fidelman on January 4, 2010

Many of our readers have asked us confidentially about strategies to gain Enterprise 2.0 acceptance in the corporation.  While every company is different (refer to Moore’s Crossing the Chasm), there are some that more difficult than others.    I asked Larry Hawes of Gilbane to help us respond to the requests by answering a few of […]

Posted in Enterprise | Tagged e20, enterprise 2.0, gilbane, interview | 1 Response

Don’t Worry it’s Only Enterprise 2.0

Don’t Worry it’s Only Enterprise 2.0

By Mark Fidelman on November 5, 2009

It’s been quite an event at the Enterprise 2.0 conference this week.  Plenty to share with non-attendees.  Dr. Wave of Google Wave fame made an appearance, based on customer feedback Enterprise 2.0 is not a crock, and claims that when the recession is over we’ll be working differently due to Enterprise 2.0 solutions.  I’ve also […]

Posted in Enterprise | Tagged Analytics, e20, e2conf, enterprise 2.0, gilbane, microsoft | 2 Responses

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