Wetpaint Wikis: The Consumer is In Control

Last week I had the pleasure of an in-person briefing with Ben Elowitz, CEO of Wetpaint, the leading provider of consumer Wiki technology.  He opened with a story that illustrates how the consumer is increasingly in control:
CBS was one of the first big brands to embrace the customer facing Wiki model and when they cancelled [...]

Real Time Graphical Reporting for SMBs: Corda Technologies

One of the fundamental strengths of the SSPA is our benchmark metrics program, and I am continually impressed at the reports members create to help understand how they are performing, and to identify areas needing improvement.  I’ll mention one great example:  Juniper Networks and their work around quantifying the ROI for self-service.
When I ask members what [...]

Streamline Complex Issue Resolution and Move Toward Proactive Support with ISOdx

Two key elements of Value-Added Support are remote, rather than on-site, support delivery; and proactive, not reactive, support.  So what is the technology enabling this?  I recently had a call with one of the big software vendors that sells tools for IT to detect error conditions and proactively solve the issue before corporate employees are [...]