Esteban Kolsky

Intelligence Versus Knowledge

(another late night epiphany brought to you by father time and beer) I was reading a post on the future of activity streams at SocialCast's blog, and I read a sentence that caught my attention. Somewhere near the middle of the post, Monica Wilkinson...

NetSuite? For The Enterprise? Really?

Bear with me for a second here, this is not about CRM, or about NetSuite for that matter even. This is about enterprise computing models. I attended NetSuite's SuiteWorld 2011 yesterday (it goes for 3 days, I could not make all three unfortunately) as...

“Intentionalizing” Customer Service

I was listening to NPR in the car while driving the kids to school (part of my contribution to their culture, don't say I am not a good parent) and there was a discussion about Charter Schools versus Public Schools. I just happen to hear...

Mixing Social Media and Customer Service? Skate to Where the Puck Is

I was listening to a pretty darn good (if you remove the "look at what we do" part of the presentations) webinar from CRM Magazine talking about how to do Social Media and Customer Service well.  There were some interesting discussions of different things...

Breaking News (During the Last Month)! My Perspective

It has been (edit: over) a month since the last time I posted something on this blog — and yet, my readership numbers are about the same (well, at least in this medium – my readership in syndication is way down — I guess...

Is There a Better Self Service? Maybe

I was approached by my good friends at KANA (client) a few weeks ago about doing research and coming up with a better model for Customer Service. If you know me (well, even if you don't – but you read my blog) you know that...

Is Social the Future of Knowledge? Help Me Find Out

There has been a lot of discussion lately about the role of Knowledge and Knowledge Management in the age of Social. I am not going to offer links here, sorry, since I consider most of the entries out there to be hype-full and wrong. Yes,...

Three Lessons Watson Taught Us to Improve Customer Service

Well, I had to do it.  I had to rip off the headlines and apply it to our customer service problems. In case you call a rock your comfortable abode (or have a life outside of the echo chamber of Twitter that does not include...

Time to Ask the Adult Questions for Social Business

You all know uber-smart Sameer Patel.  If you don't, you must. He tweeted something yesterday that stuck with me through my excellent meetings and phone conversations (if I talked to you yesterday, please consider yourself thanked for restoring my faith in technology and business –...

How Salesforce Missed their Golden Opportunity with Free Chatter

Today, January 31 2011, Salesforce made their Chatter product available for free to any company in the world. There are certain limitations to the offer: there is no access to the reporting dashboards, no access to the AppExchange marketplace, and all user accounts must be...

Best Buy Has Nothing to Cool Runnings

Best Buy has become the poster boy for Social Business. They are named in virtually every post, every example, every conference, every event. They win awards, they are quoted by pundits, and their logo is a “must-have” for social vendors to place in their slide...

Even With a Culture of Listening – You Still Need Surveys

I have been keeping tabs on the Clarabridge Customer Connections conference in Florida via Twitter. Clarabridge is a vendor in the analytics world and one of the vendors I follow. There have been some interesting tidbits that have come across my activity...

The Hype of Collaboration? I Could do Without It for One Day

Another day, another release by a major vendor, another slew of hype and hyperbole thrown around. Why, if the hype we bestow on new solutions as they are announced were to ever materialize we’d all be out of jobs and SkyNet would be fully operational...

How Can Genesys Get Into Enterprise Software?

Before we start – Genesys already has an enterprise software solution; they had it for some time. I remember having conversations with them at least in 2003-2004 (that I recall). It is a good solution also – evolved over the years from being a...

What Does Jive Think of Social Business?

Closing the series of interviews today, the final player is Jive. Before I go further – a huge thanks to all those who helped me with this project. It was very interesting to me, and most of the comments and emails I got said...

What Does Assistly Think of Social Business?

Following the series of asking vendors with Social Business credentials their thoughts on Social Business – NetBase is next. Want to read the previous ones? Oracle, Attensity, Fuze Digital, Moxie Software, SAP, GetSatisfaction, RightNow Technologies, Lithium, bluekiwi and NetBase are already posted. 1) Where...

What Does NetBase Think of Social Business?

Following the series of asking vendors with Social Business credentials their thoughts on Social Business – NetBase is next. Want to read the previous ones? Oracle, Attensity, Fuze Digital, Moxie Software, SAP, GetSatisfaction, RightNow Technologies, Lithium and bluekiwi are already posted. Where is the...

What Does blueKiwi Think of Social Business?

Following the series of asking vendors with Social Business credentials their thoughts on Social Business – bluekiwi is next. Want to read the previous ones? Oracle, Attensity, Fuze Digital, Moxie Software, SAP, GetSatisfaction, RightNow Technologies, and Lithium are already posted. Where is the social...

What Does Lithium Think of Social Business?

Following the series of asking vendors with Social Business credentials their thoughts on Social Business – Lithium is next. Want to read the previous ones? Oracle, Attensity, Fuze Digital, Moxie Software, SAP, GetSatisfaction, and RightNow Technologies are already posted. Question 1 Where is the...

What Does RightNow Technologies Think of Social Business?

Next in our quest for vendor’s thoughts on Social Business is RightNow Technologies. Want to read the previous ones? Here are Oracle, Attensity, Fuze Digital, Moxie Software, SAP, and GetSatisfaction. 1. Where is the Social world going to be in 12 months? 24 months? As...

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