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Biographical Information
Esteban Kolsky
vice president and practice leader, Kana Software
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Esteban Kolsky is vice president and practice leader with Kana Software. He has over 20 years of customer service, market research, and technology experience. Prior to joining Kana Software, Kolsky was with Gartner, where he built and managed both the e-service and enterprise feedback management agendas.
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Articles By Esteban Kolsky
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Move your CRM implementation to the next generation.
Debating the future of social CRM.
Being popular and being a good customer are not one and the same.
When it comes to CRM, don't sweat the small stuff.
The focus shifts from managing knowledge to empowering people to respond, as seen in online communities
Issues like privacy and fair use of data pose a formidable challenge
What was once hit-or-miss customer service is becoming more reliable.
Posted 16 Oct 2008
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