Robert Desisto

A member of the Gartner Blog Network

Entries Tagged as 'Customer Service'


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: , ,