What's the next evolution of customer service - #DF2014 Deck
Social CRM - A Primer
Defining the true cloud (SugarCRM Webinar from 2012)
everything you wanted to know about using social channels in customer service (but did not know who to ask)
Changing the ‘experience’ of customer experience
Next principles webinar 08-20112
The way we will complain (sourced now)
Embracing customer service 4.0
Sfdc user group presentation july 2012
Customer service using social - CRM Evolution 2012
Social, connected, and collaborative
Para fest 2010 changing the experience
To socialcrm and beyond!
Towards KM Nirvana (Moxie Software Webinar)
Knowledge infused processes (KANA Webinar)
Social Business is a Snap!
Sugar Con 2010 Presentation on Becoming a Social Enterprise
Three reasons you will do social crm
Social media 102 battle plan
how to drive and reward valuable employee behaviors