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Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

Buyer’s Guide for Customer Success Management: Gainsight I’m in the process of writing profiles of vendors in the customer success management industry. These vendor profiles are a tool for buyers to evaluate their customer success management options before...
Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 1)

Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 1)

Buyer’s Guide for Customer Success Management: Totango I’m in the process of writing profiles of vendors in the customer success management industry. These vendor profiles are a tool for buyers to evaluate their customer success management options before...
A Great Place for Customer Service? Twitter: Oracle’s Social Roll-Out of A Twitter Enhanced Customer Solution

A Great Place for Customer Service? Twitter: Oracle’s Social Roll-Out of A Twitter Enhanced Customer Solution

Customer Service Has Changed There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago, the phone was what a majority of people used to contact customer service. And then along comes social media. As the...
ServiceSource®: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 1)

ServiceSource®: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 1)

I’m in the process of writing profiles of vendors in the customer success management industry. These vendor profiles are a tool for buyers to evaluate their customer success management options before selecting a vendor. In addition to an overview of the vendor,...
Speaking at Connections: Making Social Customer Care, Great Marketing with Honeywell, Aetna, and ALEX AND ANI

Speaking at Connections: Making Social Customer Care, Great Marketing with Honeywell, Aetna, and ALEX AND ANI

Social Customer Care has become an expectation amongst consumers. Telling your community that you’re accessible on social channels delivers a strong message. Your community and supporters are online, and it is fundamentally changing how and where constituents...
The Digital Disruption Tour: A Brand’s Challenges to Meet Customer Experience

The Digital Disruption Tour: A Brand’s Challenges to Meet Customer Experience

Fresh off the first of the digital disruption tour events, I am reflecting on the wonderful conversation that Ray Wang lead with his keynote speech, really defining this new era of business. If you want to really understand what he’s talking about, you not only...