Robert Desisto

A member of the Gartner Blog Network

Entries Tagged as 'Customer Service'


Optimizing Budget and Contract Terms for Salesforce.com

by Robert Desisto  |  January 7, 2015  |  Comments Off

Gartner has recently published two important research best practice frameworks that will help procurement professionals, and IT supporting sales and service professionals negotiate salesforce.com contracts, and select the most cost effective services to meet their company’s needs. The first research framework, Key Terms to Negotiate in Your Salesforce.com Master Subscription Agreement, focuses on specific terms and conditions […]

Comments Off

Category: CRM salesforce automation salesforce.com Vendor Contracts     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 […]

1 Comment »

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 […]

12 Comments »

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