By Chris Bucholtz “The cloud” is a term that has been abused, abducted, misappropriated, Shanghaied and commandeered for the evil purposes of vendors who see it more as a sales tool than as a definition that helps users understand a somewhat complex concept. (Well, not evil purposes, necessarily, but commercial purposes, certainly. And if intentionally … Continue reading »
Posted in August 2012 …
Service Short-Circuit: Oprima Ocho to get to an Agent Faster in English
By Chris Bucholtz It seems like every time I write about customer service, I’m discussing social media and how it impacts support. Far too often, social is applied as a Band-Aid over fatally broken or compromised standard service processes. Social is treated like a brand new shiny thing, is often overseen by marketing, and frequently … Continue reading »
Are you seizing social to see yourself as customers see you?
By Chris Bucholtz At the CRM Evolution show last week in rainy New York City, the Tuesday morning “breakfast session” hosted by Paul Greenberg was a notable gathering. The names in the room went beyond the panelists; the audience was full of big-name analysts, executives and smarty-pantses. Had a meteor hit this room, the CRM … Continue reading »
