target

The Case for a Single Org Environment

susiekokoska Applications & Integration Services, Salesforce

With the prevalence of Salesforce in the marketplace, more and more companies are finding themselves operating multiple instances of Salesforce, whether through mergers and acquisitions or because different departments or business units rolled out unique instances due to the ease and speed of implementation. While circumstances may dictate the need to maintain multiple organizations due to requirements such as security, …

teamwork

From “Heroes” To “Zeroes” With Knowledge-Centered Support

isaaclewis1 Blog, Collaboration, Transformation

Since 1992, Knowledge-Centered Support (KCS) has gained momentum as a best-practice to increase the efficiency and effectiveness of customer service. No doubt its growth comes from the report of 60% decreases in resolution time, 50% increases in first contact resolution, and other astounding results claimed by KCS-driven organizations. Many good articles and presentations discuss these outcomes, so I will not …

the power of social collaboration

The Power of Social Collaboration

allisonmartyn Blog, Business Transformation, Collaboration, Transformation

It seems that everything is social these days. At least it feels like everything needs to have a social element to be considered relevant. Everyone, from companies to not-for-profits to government agencies, is jumping on the bandwagon in the hope that the social dream will come true for their organizations. The leap into the social realm is often just that, …