The Butterfly Effect By JP Saunders

| Apr 9, 2013

Like a caterpillar, some things sit for a long time, with incremental changes in size and shape until one day they reemerge from a catatonic state of transformation. Typically, we reflect on the butterfly’s beautiful colorful changes, but for me the splendor from this cocooned change is more the contrast in (more...)

More of Them, Is Less of ME! by JP Saunders

| Apr 8, 2013

I brush the dust off the screen, hold my breath, flip the power switch, and a pause… the next moment will either reconnect me to an endless summer of misspent youth, or leave me continuing to seek some reattachment to a time now passed… “dah dah da da da DAH! (more...)

Cloud Speed Means Failing Fast, Failing Forward to Win the Race

| Apr 5, 2013

If you have not been to Oracle CloudWorld yet, you must go. No other event brings together so many SaaS experts, from Oracle business and development executives to global customers and thought leaders.

A perfect example is CloudWorld Mumbai where 1,491 participants converged to hear keynotes by Alan Lapofsky of (more...)

I Want to Do It Myself by Lynn Barnhart

| Apr 4, 2013

I like to do things myself. Maybe that’s my inner 2-year-old trying to get out.  When I can’t do things myself, then I’m usually interested in getting just a little help so I can still finish on my own.  This is probably why I like chat and I also (more...)

Enterprise Knowledge Management = Information + Context

| Mar 22, 2013

I was in London recently and strolled past a man in Hyde Park exclaiming, “You’ve got to have faith!” to a crowd of onlookers. A cheeky lad yelled back, “Faith? I already got that one. George Michael. Tower Records.” Even the preacher cracked a smile at the sarcastic (more...)

Differentiating Your Brand with Customer Service By JP Saunders and Matt Kresch

| Mar 19, 2013

Can you imagine what the conversation with the venture capitalists must have sounded like when Tony Hsieh, co-founder of Zappos, told them that his business plan was to sell shoes over the Internet? We all know that you have to try on shoes before you buy them, and as good (more...)

Delight Customers with Web Self-Service in the Cloud

| Mar 18, 2013

According to Forrester, 72% of customers prefer using a company's website to answer their questions. However, only 52.4% find the information they need online.  Customers want to solve their issues quickly and easily on the web. When they can, they will buy more from you, with 88% saying (more...)

Right Answer, Right Time, Right Channel = Right Customer Strategy By Lynn Barnhart

| Mar 8, 2013

How do you provide your customers with the right answers at the right time when they have a service issue?  When should you guide them to find the answers themselves and when should you step in and lead them to a call center agent for answers?  Why is any of this important?

Let’s answer the last question first.  Great customer service can be the true differentiator between you and your competitors. It is a differentiator for getting and keeping more customers.  In today’s 24/7/365 multi-channel, digital world, you have to have an integrated approach and be (more...)