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.
Why PaaS is the New Black
I had very interesting conversations and strategy sessions with my clients lately, and noticed peculiar things in the market as well — all of...
The Re-Genesys of Genesys
If I mention Genesys to ten analysts in the customer service or CRM space nine of them to tell me they are a telephony...
The SCRM-E2.0 Convergence: Train Wreck or Chunnel?
On Tuesday January 12th we had discussion on the convergence between SCRM and Enterprise 2.0. My introduction to the topic summarized what I see as...
Let’s Call a Spade a Spade (and Social Media a Band-Aid)
It seems that 2010 is the year where Social Media really takes off; everybody is writing about how in 2010: You will definitely be able...
How Enterprise Applications Will Change in 2010
Back when I lived in Los Angeles I used to take one week at the end of the year to recover from the past...
Things I Don’t Want to Hear Anymore in 2010
I was thinking of doing a predictions post, really, but then Paul Greenberg came along and wrote up all my predictions and added some...
What I Learned from Your Twitter Discoveries
Last Friday @VenessaMiemis and I had the following exchange in Twitter: We exchanged a few DMs offline to discuss a potential way to do...
What I’ve discovered about Twitter
This is part of the #MonTwit experiment; several bloggers are writing about the same topic on the same day, each adding their own perspective,...
The Three Realities of SCRM Right Now
I spent the past four months talking to as many people as I could about Social CRM. I talked to thought leaders, analysts, vendors,...
The SAP Reverse Dichotomy
When I was a Gartner analyst I owned the eService magic quadrant. The process was quite arduous; worse part was listening to vendors hype...
The Five Issues to Ponder Now
At the end of the year I work on my wrap-up for the year, and prepare for the year ahead. I go through my notes...
Silly Twitter, Tweets are for Biz
There is a lot of noise on whether or not Twitter should be used for Business. On one hand we have examples like ComcastCares, DellOutlet,...
Why Chatter Matters
Well, as usual I am late to break the news. Salesforce introduced Chatter with great fanfare — and most everyone covered it in detail and...
The Roadmap to SCRM – Part 5 of 5
Part 1 – Introduction Part 2.1 – SCRM-E2.0 Pivot Point Part 2.2 – SCRM Business Functions Part 3 – SCRM Rules Layer Part 4 –…
Building Communities as the Saying Goes
As I wrote in the final part of the Roadmap to SCRM series, we are plunging into an era of community participation. Communities are so...
The Roadmap to SCRM – Part 4 of 5
Part 1 – Introduction Part 2.1 – SCRM-E2.0 Pivot Point Part 2.2 – SCRM Business Functions Part 3 – SCRM Rules Layer We find ourselves…
Lessons Learned at the SCRM E2.0 Conference
Funny thing happened to me this week. I attended the Enterprise 2.0 conference in San Francisco and an SCRM conference showed up. It all started…
The Roadmap to SCRM, Part 3 of 5
Part 1 – Introduction Part 2.1 – Pivot Point Part 2.2 – Business Functions It is important to recap a couple of things that we…
How United Broke My Experience
This a tale of six airports, 16 hours, and one long failed experience. It has two parts, first the story and then the lessons learned...
Quick Update, United Responds – Still Does not Understand
Almost as soon as I clicked the button to publish my previous entry I received an email from United in regards to my tweets...