The SSPA Research ‘topic of the month’ for November was web collaboration, and when I surveyed members to see what they wanted me to write about I expected Web chat to be the top vote getter, but turned out “Leveraging Web 2.0 to Improve Collaboration With and Among Customers” was the most popular choice. I [...]
Archive for November, 2007
Leveraging Web 2.0 to Improve Collaboration With and Among Customers
November 29, 2007What’s cool in the RightNow November ‘07 release: knowledge syndication widget
November 21, 2007RightNow Technologies announced their latest version this week, RightNow November ‘07 (also debuting their new naming strategy for quarterly releases). The release, which went GA last week and had been in beta for a while–there were customer testimonials at their August customer summit–has three significant additions: expanded language support, a redesigned customer portal, and a [...]
IBM’s acquistion of Cognos is good news for niche BI vendors
November 13, 2007Boy, it sure is a good time to own stock in providers of business intelligence/analytics software. Talk about mega-trends. As SSPA members have been very vocal about, companies have spent 10 years creating huge data stores of customer information, but can’t leverage it to do anything. The big enterprise application vendors recognized this and began [...]
Meeting the needs of new customers doesn’t mean abandoning your old ones
November 6, 2007I’m always on the lookout for things that happen in my daily life that have applicability to service and support, and there’s an idea that has been occurring to me every morning when I read the paper and today I decided to bring that idea to you. As much as I have written about evolving [...]
