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One-To-One and One-To-Many, Simultaneously

I’ve written a few times in the past about Zendesk a Danish Boston-based company that provides a nice friendly help-desk tool that is a perfect way for companies to engage customers in deep one-to-one...

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Customer Support in the Facebook and Twitter Era

I’ve been a follower of Helpstream CEO Bob Warfield since before I begun blogging. He’s a super smart, super analytical SaaS commentator who left the world of full time blogging to enjoy the rewards of...

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Salesforce Acquires Assistly… Anyone Else See a Disconnect?

News that salesforce has acquired service desk vendor Assistly in a move that many of us had an inkling about well before DreamForce – it seems that dotting the I’s and crossing the t’s of he deal saw...

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Marketing: Community emerges as a source of customer ‘truth’

During a recent CxOTalk conversation with Wendy Lea, CEO of Get Satisfaction (disclosure: I am an advisor), we discussed the value of online communities in brand marketing. Although support...

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