OK, I am not going to assume you know this - so here it is: Moxie Software is a long-standing client (so are the competitors for the solution described here - I cannot escape that fact; I work in the industry I cover) and I worked with them on the strategy leading to this launch. …
Continue reading "Moxie Tries to Change The Collaboration Game"
Today Salesforce announced the launch of Social.com - a social advertising solution that brings the power of Radian6 (R6) and Buddy Media (BM) (two acquisitions made by Salesforce in the past two years for over $1 Billion total that had been floundering looking for a purpose) into an innovative way to use Marketing 2.0 (or …
If you follow my blog you know that I am a fan of The West Wing and sometimes I quote it in my writing. In case you don't know the reference to Big Cheese Day, in one of the episodes of The West Wing the Chief of Staff assigns the senior staff one day a …
Continue reading "Big Cheese Day at the Gamification Summit in SF"
The best part of my job is that I get to talk to people; lots and lots of people. I talk to so many people about the same subjects (in this case Customer Service) that I start to see patterns and trends emerge (I was told when I first started working at Gartner that two …
Continue reading "Looking at The Future of Customer Service"
This is my latest post reflecting on my research of new models of Knowledge Management (KM). If you have been following along in the Stone Cobra blog, I talked about how we are changing from traditional models of KM to new paradigms based on use over storage, collective versus individual, and cloud over on-premise. I believe …
