Defining your Service Cloud or Call Center

In the last Dreamforce 2011 conference, a lot of emphasis was placed on the social profile within their Service cloud.  That is, having that user’s relevant Facebook and Twitter stream on the agent’s window.  Along with Data.com and Dun and Bradstreet, you can have accurate data from that user. As well, Salesforce also recommends the [...]

Radian6 & Competitors- People are Waking Up

I am starting to see a trend for companies using Radian6 and other social enterprise monitoring products. Companies are responding to people’s complaints or queries directly through social media. Wake up everyone, it’s not the just the 1-800 Call Center anymore. With social enterprise monitoring products, companies look for keywords such as their own company, [...]

Dreamforce 2011 Recap

In all the years I have covered Dreamforce, this was the first time a major announcement or acquisition was missing in one of the 2 keynotes.  In a way, you can call this “What have we been up to in the past 8 months with all of our acquisitions?”. As this was the largest tech [...]

United Planet Helps Businesses to Benefit from the ‘Bring your own Device’ Initiative

Ye Olde debate on whether companies should issue all IT equipment including laptops, tablets or mobile devices is an everlasting argument. Perhaps employees should use their own personal device, and charge back the company a fixed sum on a monthly basis? I know many procurement departments who would be thrilled with this idea with less [...]

ITIL V3 Introduction with ITSMSolutions.com

If you are now quite sure what ITIL is all about, here are 4 quick videos from www.itsmsolutions.com. The 4th one on the list is the meat and potatoes for ITIL, which I recommend viewing (see embedded video, below). These video introduces the student to the key concepts of ITIL v3 and its Service Lifecycle. [...]

Top 7 Reasons for Calling the HelpDesk

I cannot stress the importance of a proper Helpdesk or Service desk implementation, preferable with ITIL. There are way too many incidents that do not get logged properly in the system.  We call them “drive-by’s” (though this isn’t funny in some major US cities).  All incidents should be logged via an online web form, email, [...]

ITIL Online Foundation Training [VIDEO]

If you are self-studying the ITIL V3 exam, and did a few practice exams, it will be fairly clear where your area of weakness are. Thus, here are some good short videos from www.ITILTrainingZone.com  that will help clarify some of the points.  For some reason, Lesson 1 and 4 are yanked off, but the rest [...]

2011 CRM Buyers Guide from CRMsearch.com

A Comparative Analysis of the Top 10 CRM Vendor Solutions >> Click here for the link to the CRM Buyers Guide from CRMsearch.com Juniper Media, a digital media company that delivers business technology focused content through online channels, has released the 2011 CRM Buyers Guide exclusively on CRMsearch.com. This free research advisory is an independent [...]

Salesforce Alternatives

When choosing a CRM system, I’ll be the first to say it’s a case-by-case basis. A small 3 person sales team is different than a large company with sales teams spread across the continent. Today, the defacto choice is Salesforce.com, and that makes sense because it’s easily scalable as your company grows.  Uhh, your company [...]

ITIL Foundation V3 Exam Questions and Answers [VIDEO]

If you enjoy doing exams similar to a “TV Game show”, you’ll enjoy this video.  That is, of course, if you get the answers right.  Getting them wrong will certainly leave you feeling dejected, and possibly in panic mode. Here are 10 Q&A for the ITIL V3 Foundation from the www.itilsecrets.com site. YOU’LL NEED TO [...]

Next Page »