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.
I Am Not A SCRM Market Expert, I Just Play One On Twitter
If you have been following the #SCRM Accidental Community on Twitter lately you probably have seen my crazy rants against — well, anyone out...
Bob Warfield on the World of SCRM
Continuing with the series of Master Interviews, I want to bring you the perspectives of Helpstream's CEO Bob Warfield. You probably have read his...
A Brief History of SCRM
Paul Greenberg put the stake in the ground by defining SCRM and said that we needed to grow if from there. I agree. And it...
The Loyalty Open Definition Experiment: Lessons Learned
I have made adjustments to the way I think about Loyalty. I want to thank everyone for participating, reading, commenting, and for providing very...
Loyalty Can Be Bought
Today is a loyalty-as-you-conceive-it-does-not-exist type of day. First, I read this well-written piece from Roderick Morris (@roderickmorris), where he states Operating under the idea that...
Master Interviews: Frank Eliason ComcastCares
I have six very interesting interviews that I conducted over the past two weeks that I'd like to share with you. When I first started...
Stats and Case Studies for Communities from Lithium
Disclosure: I don't have any relationship with Lithium other than I like their product and how they are taking it to market. This is...
What I Learned Last Week
I wrote two posts last week, one defining value and another on moderating comments, that were well received. That means comments, most of them...
Paul Greenberg at CRMe09: It’s About The Social-Emotional Customer
I attended the opening Keynote this morning with Paul Greenberg at CRM Evolution 2009. There were some very interesting things that Paul discussed that...
Tsk, Tsk, Tsk
I recently posted some comments on a vendor blog (*) about using Twitter in Customer Service. The post was relatively weak in content, high in...
How to Define and Calculate Value for Customer Interactions
That is not just a bad attempt at a pun, it is a reality of what people through times have thought of value. There...
Time for Twitter to Go Gentle Into That Good Night?
Twitter is dying. Here are the symptoms: Microblogging peaked and began the descent into the trough of disillusionment in Gartner's 2009 Hype Cycle for emerging…
Technology Is NEVER the Solution
Technology does not solve business problems. A common misconception in enterprise applications is that technology is the answer. Or at least part of the answer.…
Should Social-Created Content be Edited?
This is a response to a tweet I received this morning from @fuzedigital asking the question "Do you think KBs with editorially controlled content...