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Month: December 2013

Posted on December 30, 2013

Twitter for Customer Service? These Companies Get It Right

If you follow my blog and my writings (and rantings, and presentations, and panels -- if you ever talked to me about this) you know that I am not a big fan of using Twitter for Customer Service. It is not that it is not possible to do it well, but it is that the …

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Posted on December 16, 2013

A Customer State Vector? Great Idea – for Customer Experiences

Last week I had a very interesting briefing with my friends from the SAS Institute (disclaimer: not a client. I know, too short - but this is supposed to be a short post). One the things we conversed about was a new blog written by their CEO, Dr. Goodnight.  If you don't know him, he …

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Posted on December 2, 2013

A Brief History Of Salesforce1

(note: this is a similar format to my brief history of SCRM, which was widely successful at the time to explain how SCRM came to be.  This is in no way related to Stephen Hawkins’ masterpiece – but you likely already knew that. my official disclaimer of conflict of interests and such is at the …

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