Show Notes:
servicesphere.com/blog/2012/3/20/oh-my-i-we-touched-a-nerve-salesforece-speaks-itsm-weekly-th.html

Text Notes:

Oh my, I we touched a nerve. The Salesforce Desk.com Interview

What happens when a CIO, a Service Desk Manager and an Industry Junkie Chat Weekly?!

Your Hosts: Chris Dancy, Matthew Hooper and Matt Beran (twitter #ITSMWP)

Guest:

Alex Bard, vice president and general manager of desk.com

Michael Peachey, director of Solutions Marketing for salesforce.com

Submit Questions: Anonymously or Email or Call In: (765) 236-6383 or Twitter Questions/Comments #ITSMWP

Episode 85 Topics:

Gartner ITSM Magic Quadrant 2012 Return
The Social and Mobile additions to the Magic Quadrant
SoLoMoCo (Social Location Mobile Cloud)
Alex Bard, vice president and general manager of desk.com
Michael Peachey, director of Solutions Marketing for salesforce.com
BMC Numara announcement
Desk.com announcement
Assit.ly Salesforce Acquisition
Desk.com entirely new product
Mobile, Social at it's core, WITH SIMPLICITY
"Everyone at a company has a role in support"
"Customer support isn't a department, it's a philosophy"
85% use smart phones in their daily operations
"You carry your social help desk in your pocket"
“We went from "help desk" to "service desk" the "desk" was NEVER the problem.”
“We are MOBILE, period.”
"Mobility dramatically increases our expectation for service level"
"Salesforce was born cloud, now we have been reborn social"
“You have to be in the cloud to be social”
Oracle World, the social platform
Cloudforce 2012, 18K registered people
Toyota Friend, the social network for your car
Radian6
Zuckerberg’s law
cinnamon challenge
“Customer Service and Marketing are sitting down at the table for the first time”
“Questions in support, are usually guised innovation”
Jim Collins, Good to Great
From the 7 figure deal to the 4 figure deal, where is the stewardship in the sales process to right size a product
Heroku
Acquisitions and Legacy Vendors vs. Acquisitions and Cloud products
Get Satisfaction
Zendesk
Do you live in a bubble?
Do we know too much about our users and will it CHANGE their behavior?
Social Profile at the CENTER (see slide 25)

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