Salesforce’s Desk.com Gets Smarter
It was gratifying for me to see the Salesforce announcement about the latest iteration of its SMB service desk product, Desk.com because it is so in-line with my thinking as well as my book, Solve for the Customer (I know, it’s a shameless plug). While I happily acknowledge that I advise the company from time […]
News Analysis: Microsoft Dynamics CRM Acquires Parature For Customer Service Capabilities
Dynamics CRM Gains Key Technology and Team To Take Existing Customer Care Assets To Next Level On January 7th, 2014, The Microsoft Dynamics CRM team announced a definitive agreement to acquire Herndon, VA based Parature for an undisclosed sum. This acquisition is Microsoft Dynamic’s CRM’s largest to date. Parature is an East Coast software start-up […]
Why Companies are Using Social Software
Twice a year, for over three years now, we have conducted a social business survey to look at adoption and usage trends in the enterprise. We recently completed this years survey and are now busy analyzing the data. There are…
News Analysis: IFS Acquires Metrix To Boost Mobility And Service Management
Mobility and Scheduling Play A Key Role In IFS Service Management Strategy On May 23rd, IFS acquired Metrix, a service management and mobility vendor headquartered in Waukesha, Wisconsin. IFS adds 90 customers with Metrix. Key highlights of the acquisition include: Expansion into new markets. Metrix Service Management provides a field service management and depot repair […]
Social Dynamx, Scaling Social Customer Support
Companies are learning that today customer service is a big part of effective marketing strategy. The concept that customers decide how, when and where they interact with a company could be an opportunity but for many companies it is challenging…
The Social Web as a Customer Support Channel
I just had an experience that to me, typifies what I expect out of companies these days for product support. I returned to my desk and noticed that my Evernote app on my Mac Mini had not synced (had an…
The Evolution of Customer Service
I think that some (maybe a lot) of businesses are struggling to understand what customers want from their customer support organizations. Customer expectations seem to have changed over the last few years, or maybe what’s changed is the customers’ ability…
Your very own OpenStack Cloud – Quick Analysis
Rackspace announces a support plan for OpenStack, while Dell, Rackspace, and Opscode announce an OpenStack installer for quick cloud building.
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 […]
Monday’s Musings: Decoupling Support From Maintenance – What Apps Vendors Can Learn From Microsoft Dynamics
Who Says Support Has To Be Bundled With Maintenance?
About a decade back, vendors would offer support and maintenance as two separate line items on their contracts. Support would run about 5 to 10% the license fee and so would maintenance. Keep in mind, average support and maintenance fees were under 15% back then. Here’s a […]
