Comments on: The Wisdom of Customer Crowds http://blog.getsatisfaction.com/2007/04/23/the-wisdom-of-customer-crowds/ The Get Satisfaction blog Fri, 21 Nov 2008 16:41:54 +0000 http://wordpress.org/?v=2.6.1 By: Thor Muller http://blog.getsatisfaction.com/2007/04/23/the-wisdom-of-customer-crowds/#comment-462 Thor Muller Wed, 16 May 2007 00:57:27 +0000 http://blog.getsatisfaction.com/2007/04/23/the-wisdom-of-customer-crowds/#comment-462 @Shawn: IdeaExchange is a solid effort, particularly for such a large company. To give full credit, I think it's Crispy Ideas sitting on top of Salesforce.com that is powering their effort. It doesn't surprise me that Salesforce didn't abandon their ticketing system--their core software is based around that model. Given their structural legacy, it's not clear to me that they're the most likely force to lead away from it, even if they are innovating at the edges. You're right that there is fear within companies of embracing this kind of model. Most big companies today will not willingly embrace all that it implies. However, the choice may not be theirs. The tools are emerging that push the center of the conversation outside of companies, into the more volatile waters of the open Web. The ones that get comfortable giving up the illusion of control over their message and over the conversation will thrive. @Shawn: IdeaExchange is a solid effort, particularly for such a large company. To give full credit, I think it’s Crispy Ideas sitting on top of Salesforce.com that is powering their effort.

It doesn’t surprise me that Salesforce didn’t abandon their ticketing system–their core software is based around that model. Given their structural legacy, it’s not clear to me that they’re the most likely force to lead away from it, even if they are innovating at the edges.

You’re right that there is fear within companies of embracing this kind of model. Most big companies today will not willingly embrace all that it implies. However, the choice may not be theirs. The tools are emerging that push the center of the conversation outside of companies, into the more volatile waters of the open Web. The ones that get comfortable giving up the illusion of control over their message and over the conversation will thrive.

]]> By: Shawn Smith http://blog.getsatisfaction.com/2007/04/23/the-wisdom-of-customer-crowds/#comment-460 Shawn Smith Wed, 16 May 2007 00:18:55 +0000 http://blog.getsatisfaction.com/2007/04/23/the-wisdom-of-customer-crowds/#comment-460 Salesforce.com has done essentially the same thing with its <a href="http://ideas.salesforce.com/" rel="nofollow">IdeaExchange</a> site, and Dell garnered quite a bit of attention for its <a href="http://www.dellideastorm.com/" rel="nofollow">Ideastorm</a> site (which, incidentally, is powered by Salesforce.com). I had a chance to talk to one of the product folks at Salesforce.com responsible for the launch of IdeaExchange, and it's interesting to note that Salesforce did not abandon its ticketing system (like Nick did with 30 Boxes). Instead, they decided to use the IdeaExchange as one of the feeders to the ticketing system. Apparently this is working well, despite the added volume. Bugs and ideas generated by their passionate customer community are prioritized, refined and sometimes resolved by that same community. I'm not as confident as you are, however, that this approach is right for every company. Salesforce.com is in the rare position of not just leading but dominating its category, so they are less worried about the impact of IP theft than a company in a more vulnerable competitive position might be. The other obstacle my friend at Salesforce.com had to overcome was the fear held by some people that the wrong piece of critical or negative content published on the IdeaExchange for the world to see might derail a big sales or partner deal. Again, Salesforce.com's position of dominance in its category had a lot to do with the company's willingess to take the risk. Salesforce.com has done essentially the same thing with its IdeaExchange site, and Dell garnered quite a bit of attention for its Ideastorm site (which, incidentally, is powered by Salesforce.com).

I had a chance to talk to one of the product folks at Salesforce.com responsible for the launch of IdeaExchange, and it’s interesting to note that Salesforce did not abandon its ticketing system (like Nick did with 30 Boxes). Instead, they decided to use the IdeaExchange as one of the feeders to the ticketing system. Apparently this is working well, despite the added volume. Bugs and ideas generated by their passionate customer community are prioritized, refined and sometimes resolved by that same community.

I’m not as confident as you are, however, that this approach is right for every company. Salesforce.com is in the rare position of not just leading but dominating its category, so they are less worried about the impact of IP theft than a company in a more vulnerable competitive position might be. The other obstacle my friend at Salesforce.com had to overcome was the fear held by some people that the wrong piece of critical or negative content published on the IdeaExchange for the world to see might derail a big sales or partner deal. Again, Salesforce.com’s position of dominance in its category had a lot to do with the company’s willingess to take the risk.

]]> By: Geoffrey Wiseman http://blog.getsatisfaction.com/2007/04/23/the-wisdom-of-customer-crowds/#comment-435 Geoffrey Wiseman Mon, 07 May 2007 19:04:17 +0000 http://blog.getsatisfaction.com/2007/04/23/the-wisdom-of-customer-crowds/#comment-435 This is reasonably true of public issue-tracking systems as well, so it's not so much about ticket vs. forums as it is public vs. private. This is reasonably true of public issue-tracking systems as well, so it’s not so much about ticket vs. forums as it is public vs. private.

]]> By: Weekly Linkdump at Customer Support Professional Blog http://blog.getsatisfaction.com/2007/04/23/the-wisdom-of-customer-crowds/#comment-378 Weekly Linkdump at Customer Support Professional Blog Sat, 28 Apr 2007 08:14:01 +0000 http://blog.getsatisfaction.com/2007/04/23/the-wisdom-of-customer-crowds/#comment-378 [...] The Wisdom of Customer Crowds from get satisfaction blog. “Wherever you can, keep your conversations with customers public” [...] [...] The Wisdom of Customer Crowds from get satisfaction blog. “Wherever you can, keep your conversations with customers public” [...]

]]> By: crawlspace|media http://blog.getsatisfaction.com/2007/04/23/the-wisdom-of-customer-crowds/#comment-372 crawlspace|media Fri, 27 Apr 2007 02:00:32 +0000 http://blog.getsatisfaction.com/2007/04/23/the-wisdom-of-customer-crowds/#comment-372 [...] Trouble Tickets Be Damned - Forums as CS (tags: customerservice apps social_media) [...] [...] Trouble Tickets Be Damned - Forums as CS (tags: customerservice apps social_media) [...]

]]> By: Chris Messina http://blog.getsatisfaction.com/2007/04/23/the-wisdom-of-customer-crowds/#comment-370 Chris Messina Wed, 25 Apr 2007 03:43:08 +0000 http://blog.getsatisfaction.com/2007/04/23/the-wisdom-of-customer-crowds/#comment-370 That's a great story -- and one that resonates. Not only that, I bet that their customers were a lot more satisfied with their experience, having been greeted by other *real* 30 Boxes users. I'd take that to form email any day! That’s a great story — and one that resonates.

Not only that, I bet that their customers were a lot more satisfied with their experience, having been greeted by other *real* 30 Boxes users. I’d take that to form email any day!

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