Oh my, We touched a nerve. Salesforce Speaks - ITSM weekly the podcast EPISODE 85

Oh my, 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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Enclosure