Principal and Founder, ThinkJar
Esteban Kolsky is the principal and founder of ThinkJar, an advisory and research think tank focused on customer strategies. He has more than 25 years of experience in customer service and CRM consulting, research, and advisory services. He spent eight years at Gartner, and has assisted Fortune 500 and Global 2000 organizations in all aspects of their CRM deployments.
Articles By Esteban Kolsky
Customer journeys are the latest source of hype, but there's a way to do them right
The next generation of CRM will harness cloud computing and PaaS technologies
What hype-worthy wrinkles are in store for 2016?
Your CRM solution is still growing and developing—so don't stop nurturing it
When you build a path, make sure it's one customers will use.
Simple interactions give way to end-to-end experiences.
Don't be misled by what's too good to be true.
Between company-centric and customer-centric, there needs to be a middle ground.
When the world is changing, businesses must do the same.
For true results, try, try, and try again.
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