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.
Parature Introduces Parature for Facebook (and Proves Me Right)
Parature (not a client, in case you are keeping track of who is and who isn’t) introduced this morning a new product: Parature for Facebook....
Allegiance Launches Social Voice of the Customer… Cool
Yesterday (when I began to write this) Allegiance (a Voice of the Customer – nee Enterprise Feedback Management vendor) announced they were launching their...
Attensity Acquires Biz360, Shows Roadmap to Social CRM
Today Attensity – an analytics and eService vendor – announced they were acquiring Biz360 – a community and social media monitoring vendor. Biz360’s main...
How to Solve the Problems of Social X
I wrote this post before on deciding what is the problem we are trying to solve with Social X (where X represents media, CRM,...
SugarCRM Introduces SugarCRM 6.0 (and the crowd goes wild
I am going to get this out of the way right now: I am not a big proponent of Open Source for Enterprise Applications...
SAS Introduces Social Media Analytics (and the crowd goes wild
Isn’t there some sense of irony that the largest analytics company in the world, with the most products and the highest scalable solutions (yeah,...
So, Like — I Presented Today
I gave a chat today at SugarCon to talk about becoming a Social Enterprise. Here are the slides, from Slideshare And here is a video…
Why We Cannot Get CRM (and SCRM) Quite Right
Before you look away, this is not about Social CRM definitions. Paul Greenberg wrote a Focus brief earlier this week, comparing Social CRM and...
Forget Listening and Engaging, Managing Conversations is “Da Bomb”
You probably heard the many experts telling you to listen and engage with your customers. Do it! Today! Get on Twitter! Get on Facebook! LISTEN!…
nGenera Antes up in Customer Interaction Management
The story of nGenera could’ve been similar to Divine, Consona, ChinaDotCom, and many others who bought enterprise software applications to put them together and patch...
Oracle launches something cool for CRM
Remember CRM? That stuff we used to do before Social CRM? The stuff that most people still do and need to continue to improve? Oracle does.…
noHold Launches Confederated Knowledge
I know what you are thinking, that the past two posts I did on The Problem with Knowledge and How to Build a Federated...
The Evolution of Customer Familiarity
Customer Familiarity can be defined in one of two ways: how much a customer knows about a company’s processes or how well a company...
How to Build a Federated Knowledge Base
In my previous post I discussed one of the main problems of knowledge management: distributed knowledge. I provided three options, of which I prefer...
The Problem with Knowledge
Let me paint you a typical problem in a home office scenario: You are working at home finishing a document you need for your...
What’s the Problem We Are Solving with Social X?
I had an excellent lunch with my friends at Simplybox (great company, killer idea, well implemented enterprise collaboration- not a client) on Wednesday and...
Oh, the Dilemma! People or Systems?
I had an interesting day today following the live-tweets from the SAS Inside Intelligence Analyst Event. There were some very interesting tweets that came...
Is it a New Social Business – or an evolved Business?
It is certainly quite interesting to hear people discuss “The Social Business” as if it was a brand-new invention, something that we never thought...
How Chatter May Win the Enterprise 2.0 Game (Maybe Even CRM)
On Wednesday February 17th I attended the event where Salesforce launched the private Beta of Chatter. Leaving aside the fact that you need an...
About Them Customers’ Expectations
I wrote a blog post at TheSocialCustomer.com trying to define what a Social Business is. I am quite certain I am far from done...