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Esteban Kolsky

Esteban Kolsky
ThinkJar, LLC
Esteban Kolsky is the founder of CRM intelligence & strategy where he works with vendors to create go-to market strategies for Customer Service and CRM and with end-users leveraging his results-driven, dynamic Customer Experience Management methodology to earn and retain loyal customers. Previously he was a well-known Gartner analyst and created a strategic consulting practice at eVergance.

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...

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...

“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...

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...

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...

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...

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...

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...

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...

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:...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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,...

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