Biographical Information

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.