Technology

Today, EMC announced SourceOne, another replacement for its email archiving product EmailXtender – the third in five years. It is version 1.0 of a brand new product offering limited interoperability with existing EmailXtender archives and Documentum. We believe EMC customers deserve better, which is why Symantec is offering EMC EmailXtender customers a way to quickly and easily migrate to the world’s #1 email archiving product, Enterprise Vault. Migrating to Enterprise Vault offers the following advantages that EMC has yet to deliver: • Integrated SharePoint Archiving to reduce storage and E-Discovery costs. • Integrated File Archiving to shrink backups, reduce storage and enable rapid e-discovery. • Proven E-Discovery tools to meet longstanding legal requirements and...
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Dear Customer Service Provider, My role in the Customer Service industry is that of your customer. In the corporate hierarchy, that should place me one step directly above the CEO. I am the lifeblood of the entire company. Without my involvement, there’s literally no reason for your company to exist. Now that we have a proper perspective, there are four things I’d like to say. First, I don’t want to call you. Nothing personal, but it’s a pain. I have better things to do than wait on hold to speak to someone who doesn’t know me, then try to explain a situation I really don’t believe they can help with. I do give you credit for trying to make it less painful, though. You’ve done your best to bring my hold times down, and I do appreciate the slight upgrade in music. (Side...
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An Open Letter to Smarsh Customers: Actiance wants to make you aware of a recent change in its relationship with Smarsh, and how Actiance can help you improve how you archive social media, email, and all your other critical business communications. Smarsh has been using Actiance Socialite to export social media to its archive since 2011. If you are a Smarsh social media archiving customer, Socialite has helped you meet archiving requirements for compliance, litigation preparedness, and corporate governance. After April 30, 2014, Smarsh will no longer be using Socialite, making now an ideal time to evaluate how Actiance can continue to meet your needs. Actiance can help you reduce the time and cost required to archive and discover social media and other communications with its new...
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I don’t believe I’ve met Satya Nadella, Microsoft’s new CEO. But I do know Bill Gates, Steve Ballmer, and John Thompson (the chairman of the board). I like the new management team. I’ve been disinterested in anything Microsoft does for almost a decade. Why? My clients—customer-centric, tech-savvy executives in both large and small companies—stopped caring about Microsoft. They used to care a lot. Now, what Microsoft does is largely irrelevant to their business and personal lives. Many of my clients still use PCs. But most have non-Windows phones, and they typically have non-MS tablets. They still use MS Office apps. But they don’t care what Microsoft does. The “post-PC” strategy that Nadella has telegraphed finally piqued my interest. Of course Microsoft is going to focus on mobile...
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Dear BlackBerry, I noticed yesterday that you took the time to pen an open letter to the "tens of millions" of people you say count on BlackBerry products every single day. That was very nice of you, especially at a time when you clearly have a lot more on your mind, what with takeovers, rival bids and the possible break up of a once-iconic brand. You spoke of "challenging times" ahead and making the "difficult changes" necessary, but the overall mood of your letter was one of hope and positivity - "You can continue to count on us." I thought I would reciprocate and respond in kind with my own thoughts on why BlackBerry customers, and any potential customers, cannot count on you anymore, and why the future is not bright, but utterly bleak. You can continue to count on us...
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Dear CMO, As a measure of customer satisfaction, most KPIs are useless. I especially dislike the key performance indicator emails answered per hour, which is particularly dangerous for your customers. It’s KPIs like this one that lead to low customer satisfaction, resulting in angry posts on social media and blogs. On the face of it, it seems like a great idea. What’s wrong with encouraging your staff to respond to customers as quickly and succinctly as possible? Customers get quick replies, your staff are fast and efficient, and you keep your staffing costs down (because you need fewer staff). The problem lies in the fact that a fast answer is not necessarily a good one. Yes, speed is important. Customers who write to you with simple questions don’t want to wait forever for an...
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I am pleased to share with you that Wow Web Works is now an Allegra company. Allegra’s mission is to Enhance the Value of the Businesses We Serve, and improving our service to you was a key motivator in the final decision to merge with Allegra. I want to let you know that we will still provide the same great service you’re used to, utilizing the same staff that you have always worked with, and with many new experts too. For now, Wow will remain as Wow Web Works but as an Allegra owned and managed company, Brian Kaufman is the company President. He holds degrees in engineering, and in marketing, and his passion is in building sales programs, prospecting programs, and in marketing production for his clients large and small. As a client of Wow, Allegra has many services that you can...
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Dear Client of Reqwired, In 1999, both CE Manager and Reqwired entered the legal market with CLE compliance tracking software. Now, more than 15 years later, as Thomson Reuters discontinues Reqwired, it leaves one solid, premier choice on the market – the only one with over a decade of experience and expertise at calculating and tracking the complexities of CLE rules and requirements across the US – CE Manager. All that remains are newcomers to the market, with little experience at CLE compliance tracking or at CLE data conversions. The strength of CE Manager’s CLE tracking is unmatched. It calculates CLE requirements – and all of their nuances – with detail and precision like no other software, in over 300 jurisdictions worldwide. CE Manager is the only software that is relied...
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uly 23, 2014 A big step today. FreshBooks, the business I co-founded 10 years ago in my parents’ basement, has secured its first round of institutional funding—$30M USD from some of the world’s best investors. This capital will give us the ability to do more faster, and that’s very exciting for you—FreshBooks customers. As a founder, raising growth capital is a personal choice, and I have wrestled with it for years. Will outsiders force us to compromise on our dedication to quality and our excellence in customer service? Will the influence of investors threaten our culture, a culture which last year earned FreshBooks the distinction of the top employer in Toronto—now the fourth-largest city in North America after Mexico City, LA and New York? But that’s not the only struggle I’ve...
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