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.
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...
What Social Business means for Cloud Computing
Anthony Nemelka is a long-time veteran of the CRM industry, having previously served as a senior executive at both Peoplesoft and Epiphany and most...
A Great New Analytical Application from Nexidia (and an Idea to “Improve” It)
Today Nexidia announced a new solution that allows call centers to use speech analytics in real time. Normally this would have been very cool by...
The Roadmap to SCRM – Part 2.2 of 5
Part 1 can be found here Part 2.1 can be found here This post was begotten by interesting comments I got to part 1. My…
The Roadmap to SCRM – Part 2.1 of 5
First part is available here for your review. This was supposed to be part 2.0 but an exchange in the comments section to part one...
Why Pragmatic Enterprise 2.0 Should Also Become Pragmatic SCRM
By now you probably read all about the new partnership between Hinchcliffe & Company, Asuret, and Socialtext to form Pragmatic Enterprise 2.0. If you...
News Roundup: Things That Happened Last Week (And Some Analysis)
I get plenty of Press Releases, News, and Emails from people in the industry. Some of them are converted into Posts, some of them...
Three (more) Rules for Making Social Marketing Work
Guest post by Allen Bonde, Evoke CRM As promised, I’ve decided to share (and test) my next three rules of social media marketing, as a...
Final Musings, Thoughts, and What to Do Next from OpenWorld
Instead of doing mini posts for the rest of the CRM-world related news from Oracle OpenWorld, I am going to summarize them in a ...
CRM at Oracle OpenWorld 2009: Improved with Room to Grow
This review covers the main CRM product, I am going to do a review of OnDemand (or at least get the information) later today...
Master Interviews: Sanjay Dholakia, Lithium CMO, on Communities
I first wrote about collaborative service in 2002 when few Forums vendors existed. We have seen since the launch of very large and very successful...
Psst, Wanna Buy Some Social Sales for that SCRM Implementation?
We have been having extensive discussion on Social CRM and (as Mike Muhney puts it) the three Amigos: Sales, Marketing and Customer Service. We...
My Notes on the Oracle OpenWorld 2009 Opening Keynote
I attended the Opening Keynote at Oracle OpenWorld 2009 and there were some interesting things to be said there. First came Scott McNealy, the CEO...
Helpstream Adds Incremental Value to SCRM with Social Marketing
On Tuesday October 6th 2009 Helpstream announced a new module for their Social CRM Product: Social Marketing. I had a briefing with Bob Warfield...
That Which We Call a Rose by Any Other Name Would Still be CRM
Today’s issue: what to name Social CRM and where to place it within the organization. Why does it matter? I have been writing and researching...
Backtracking Your SCRM Vision as a Strategic Tool
(I know I have been lagging publishing lately, but been reading, researching, thinking and trying to put together the SCRM roadmap. Coming soon) These are...
The SCRM Panel: My Notes…
Earlier this week I moderated an SCRM panel for the CIO and IT Executives of the Bay Area meetup group. We covered all sort...
Only You Can Prevent Project Failure
Fifty percent of CRM Projects Fail. Thirty Five Percent of all IT Projects Fail. Do you know why? Asuret does. You probably read Michael Krigsman…
The Three Rules for Making Social Marketing Work
John F Moore recently wrote in his blog, and Paul Greenberg concurred, that we need to move beyond just Customer Service for Social CRM....
Ed Thompson of Gartner on Social CRM
In case you don't know Ed Thompson, he is the Gartner analyst doing research, writing, and presenting on Customer Experience Management. We wrote a...