Robert Desisto

A member of the Gartner Blog Network

Entries Categorized as 'Customer Service'


Microsoft Dynamics CRM Q2 2012 Service Update Analysis

by Robert Desisto  |  April 4, 2012  |  Comments Off

My colleague Michael Maoz and I have just published an Impact Appraisal on the Microsoft Dynamics CRM Q2 2012 Service Update. Key elements of the Microsoft’s release are increased mobile options, enhancements to customization for it’s online version, and analytics.

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Category: Applications Cloud CRM Customer Service SaaS salesforce automation Software as a Service     Tags: , ,

What is all the chatter about Salesforce.com’s Chatter?

by Robert Desisto  |  March 4, 2011  |  1 Comment

Salesforce.com is taking a different approach to social technology by embedding capabilities directly into the context of the application. Other vendors incorporate collaboration items like instant messaging or content sharing, but not to the extent of salesforce.com. Salesforce.com attempts to use principles similar to those of Facebook for CRM applications, and sees Facebook as having [...]

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Category: Cloud CRM Customer Service SaaS Software as a Service     Tags: , , , ,

Discover Card Yet to “Discover” CRM

by Robert Desisto  |  June 3, 2009  |  12 Comments

I am new to the Gartner Blogsphere. I will be using this space to share real world situations. No theory, just plain real world circumstances.  My first post is my own personal experience on how one company, Discover Card, just doesn’t get it when it comes to CRM.  My story starts on May 22, 2009 [...]

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Category: CRM Customer Experience Customer Service Finanical Service     Tags: , ,