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


Oh my, we touched a nerve.  The Salesforce Interview

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

Your Hosts:  Chris DancyMatthew Hooper and Matt Beran (twitter #ITSMWP)


Alex Bard, vice president and general manager of

Michael Peachey, director of Solutions Marketing for

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
  • Michael Peachey, director of Solutions Marketing for
  • BMC Numara announcement
  • announcement
  • Salesforce Acquisition
  • 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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by Chris Dancy