Articles for Esteban Kolsky
About Those Customer Journeys…
Customer journeys are the latest source of hype, but there's a way to do them right
Give Your CRM a Platform
The next generation of CRM will harness cloud computing and PaaS technologies
CRM's Ever-Changing Plotline
What hype-worthy wrinkles are in store for 2016?
Bringing Up (the CRM) Baby
Your CRM solution is still growing and developing—so don't stop nurturing it
Why Journey Mapping Wastes Time and Money
When you build a path, make sure it's one customers will use.
Why CRM Is Not Dead
Simple interactions give way to end-to-end experiences.
The Connection Between Online Dating and CRM Vendor Selection
Don't be misled by what's too good to be true.
The Future of CRM Is Outcome-Driven
Between company-centric and customer-centric, there needs to be a middle ground.
The Digital Transformation of CRM
When the world is changing, businesses must do the same.
Expect the Unexpected from Customer Experience
For true results, try, try, and try again.
Evolving Social CRM to Become CRM—Again
Move your CRM implementation to the next generation.
What's in a Name: Is There a Future for Social CRM?
Debating the future of social CRM.
Klout for CRM? Ludicrous!
Being popular and being a good customer are not one and the same.
The Big Three
When it comes to CRM, don't sweat the small stuff.
New Paradigms Bring Value to Knowledge Management
The focus shifts from managing knowledge to empowering people to respond, as seen in online communities
Is Social Commerce Disruptive or Intrusive?
Issues like privacy and fair use of data pose a formidable challenge
The Second Coming of Email
What was once hit-or-miss customer service is becoming more reliable.