Collaboration

  • Salesforce Service Cloud

    Capabilities for Self-Service, Assisted-Service, and Social Customer Service

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    Salesforce Service Cloud provides a broad and deep collection of customer service capabilities across self-service, assisted-service, and social customer service channels, earning an excellent evaluation. Read the specifics in our 50-page evaluation.
    Dec. 19, 2014
    Technologies
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  • Framework for Evaluating Customer Service Software

    Delivering Answers and Solutions; Creating and Resolving Cases

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    Use this new version of our Framework for Evaluating Customer Service Software Products to produce actionable evaluations, comparisons, and selection. It’s adaptable to every type of customer service application.
    Oct. 15, 2014
    All Members
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  • Can a Contest Improve the “Production of Health”?

    How Esther Dyson Is Using the Way to Wellville Challenge to Promote Collaborative Innovation

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    The Way to Wellville is a community health innovation contest among five communities in the U.S. The towns will have five years to dramatically improve health outcomes by focusing on the determinants of health, rather than on the treatment of disease.
    May. 9, 2014
    All Members
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  • Why Chaos Is Important for Innovation

    How an Organization, Group, or Individual Can Foster Innovation

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    This book, The Chaos Imperative by Ori Brafman and Judah Pollack, is a must read for anyone who wants to maximize his/her brain power. It will help you, and your team, create the conditions for innovation to occur.
    Jan. 17, 2014
    All Members
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  • Defining the Customer-Centric Organization

    What Are the Attributes and Behaviors that Define True Customer-Centricity?

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    Is yours a truly customer-centric organization? See how well you stack up to the attributes and behaviors that characterize an organization that holds customers at the core.
    Jul. 25, 2013
    Strategies
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  • Tackling a Wicked Problem: Water Issues!

    How the Delta Dialogues Project Is Using Dialogue Mapping to Build Shared Understanding

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    The Sacramento–San Joaquin Delta Conservancy wanted to engage key stakeholders in planning the future of California’s fresh water supply. They used CogNexus Group’s Dialogue Mapping™ to build shared understanding among polarized players.
    May. 30, 2013
    All Members
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  • How to Address “Wicked Problems”

    Use Dialogue Mapping to Build a Shared Understanding and Evolve a Group’s Thinking

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    Jeff Conklin’s book, Dialogue Mapping: Building Shared Understanding of Wicked Problems, is a “must read” for people in groups grappling with intractable issues and/or for people who are designing products or solutions. Here’s why.
    May. 23, 2013
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  • Collaborating with Customers

    Working Together with Customers to Achieve Their Goals

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    Collaboration is a method of working together to reach a goal; it isn’t the goal itself. But when you collaborate with customers to reach a goal, the results can be very powerful!
    Apr. 4, 2013
    All Members
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  • BuzzCar—Peer-to-Peer Car Rental

    Building a Platform for Participation for a “Peers Inc.” Business Model

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    Buzzcar is a peer-to-peer car rental company that started in France. Instead of leaving your car in driveway, rent it to a neighbor! Founded by Robin Chase, the co-founder of Zipcar, Buzzcar uses what Robin calls a “Peers Inc.” business model.
    Oct. 11, 2012
    Strategies
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  • Tips for Email Communications for Customer-Facing Engagements

    The New CSM Guidebook: Part 3: Communicating with Customers

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    When planning customer-facing engagements, the relationship begins long before the customers show up to the session. Here are guidelines for writing effective communications that surround a customer co-design event.
    May. 10, 2012
    Strategies
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  • Attensity Analyze and Attensity Respond

    Multi-Channel Monitoring, Analysis, and Interaction

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    Attensity Analyze and Attensity Respond provide multi-channel (social web and internal channel) monitoring, analysis, and interaction. Powerful, patented text analytics are the offerings’ key characteristic, strength, and differentiator.
    Mar. 1, 2012
    Technologies
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  • Salesforce Radian6

    Social Network Monitoring, Analysis, and Interaction

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    Radian6 is both a company—a division of Salesforce.com—and a social service platform that delivers social listening and interaction capabilities and, through the Radian6 Social Hub, integrates with Salesforce Service Cloud case and account management.
    Jan. 26, 2012
    Technologies
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  • Local Motors: Open Source Car Design and Local Manufacturing

    Forging a Customer Ecosystem to Transform the Automobile Industry

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    Can you transform an industry from the outside? That’s what Local Motors is doing with the automobile industry with its customer ecosystem to design and produce great cars.
    Jan. 26, 2012
    Strategies
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  • RightNow Social Experience

    Monitoring, Analyzing, and Interacting in the Social Cloud

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    RightNow Social Experience is the social-service component of the RightNow CX suite. It delivers social listening and interaction capabilities and integrates seamlessly with the CX’s case, knowledge, and account management capabilities.
    Dec. 15, 2011
    Technologies
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  • Build Community Around "My Stuff"

    How Will Online Communities and Social Networks Evolve?

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    Online customer support communities and social networks need to be integrated into the tools that customers use to manage their stuff.
    Nov. 10, 2011
    All Members
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  • Knova 8.0 from Consona

    Knowledge Management, Customer Service Process Support, and Analytic Functionality

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    Knova 8.0 is a strong customer service offering that provides case management and knowledge management capabilities across assisted-service, self-service, and social-service channels for on-premise or cloud deployment.
    Oct. 6, 2011
    Technologies
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  • Toward Boosting Our Collective IQ: A Knowledge-Centric Approach

    A Selection of Writings by Douglas C. Engelbart

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    Adaptations on seminal reports from Dr. Doug Engelbart on his vision of a dynamic knowledge ecosystem and how it boosts the Collective IQ. Updates by Christina Engelbart on what is still to be accomplished.
    Mar. 10, 2011
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  • Using Smartsheet to Work with "Customers"

    The Center for Cartoon Studies and the New York Charter School Association Extend a New Project Management Tool to Solve Problems For and With Their "Customers"

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    The New York Charter Schools Association and the Center for Cartoon Studies have adopted the cloud-based, spreadsheet-like Smartsheet collaborative project management tool to solve significant problems for their customers.
    Mar. 3, 2011
    Strategies
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  • Moving along the Time-(Team) Space Continuum

    Collaboration Is Both Real-Time and Persistent, and Often Unanticipated

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    A PSG Classic: collaboration isn’t about real-time vs. persistence, nor is it about the software tools you use. It is about getting your work done in the context of the overall project. It’s about achieving the outcomes of scenarios.
    Mar. 18, 2010
    All Members
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  • Unisfair Helps Enterprises Increase Lead Generation Activities

    Version 9.0 of the Unisfair Virtual Engagement Platform Lets Customers Self-Select Their Interests on Their Time Schedules

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    Unisfair offers an always-on, multi-venue, virtual environment that mimics the feel and navigation of trade shows. Your customers self-select what they are interested in, and, because their online activities are tracked, your company gets better leads.
    Mar. 10, 2010
    Strategies
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