Salesforce.com introduces the world to the Collaboration Cloud
Today at Salesforce.com's Dreamforce conference CEO Marc Benioff announced a new "mystery" product called Salesforce Chatter. Calling the category "collaboration…
The Chopping Block: Three Questions to Ask When Considering Cutting Features from an IT Project
I am often involved with projects that are running behind schedule and over budget. Such is life of an IT…
The Technology Problems With Social Media ROI
A few weeks ago I wrote about some of the business problems or challenges that exist with social media ROI.…
CRM and Social Media: The Rules Still Apply
Last year a large brokerage firm engaged Baseline to review its customer strategy and build a CRM program plan. The…
A Tale of Two People
I stayed at a very nice resort recently. My check-in experience was inspirational. The service in their lounge was impeccable.…
How to Accelerate Insight
Organizations from across the globe have descended in DC to engage in an active conversation on how to Accelerate Insight.…
Oracle OpenWorld Update #2 – Oracle’s use of social media
It's a sign of the times I guess. I mean, social media is everywhere these days and OpenWorld isn't an…
Data May Require Unique Data Quality Processes
A few things in life have the same appearance, but the details can vary widely. For example, planets and stars…
Could Twitter change customer service?
Alright, if you have caught me ranting lately about how Twitter isn't a new customer service tool, but only an…
Customer Service Queues – Fair, Fast or First?
With limited customer service resources, companies are challenged to deliver access to service in an expedient, fair and cost-effective manner.…
