different communication

Social customers: Who are they?

Understanding the social customer “They are tweeting, liking, sharing, linking and checking-in–the social customer spends a lot of time plugged into the web, talking about a vast variety of products and services.” The social customer can be found at the … Continue Reading

Design innovation principles

Once a product is approved to be developed, designers and engineers are faced with the challenge of implementing a smooth design innovation process. This means that they must ensure the product is effectively designed for shipping, installation, setup, use, storage, … Continue Reading


Enterprise social applications for every role

Enterprise social applications for everybody in your team The practical OneDesk enterprise social applications address the needs of your entire team. OneDesk provides a suite of integrated social business applications for all members of your organization. The Marketing, Support and … Continue Reading

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Value co-creation and product development

Value co-creation and your customers I recently came across an article written by Guarav Balla in 2009 entitled The DNA of Value Co-Creation. Although it was written two years ago, it is still highly pertinent to today’s discussion on customer-organization … Continue Reading

We’ve been featured in Front End of Innovation!

Over the last few months, we have been sharing our insights related to trends in social product management and best practices for successful product and service innovation. We invite you to read our recently published post, Improving the front and … Continue Reading

Multi-channel customer engagement with OneDesk

The importance of multi-channel customer engagement I read an interesting article by Sara Kowal of ePrize entitled Consumers Are Like Teenagers: Why Multi-Channel Engagement is Key, this morning that got me thinking about customer relationships. In the post, Kowal explains … Continue Reading

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Organizational goals and setting them

Why setting organizational goals is important You and your team have probably had many discussions about needing to set organizational goals. But does everyone understand why this is important? Before setting organizational goals, we believe that the entire team needs … Continue Reading

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Social Customer Service/Community Management

Defining the line between Social Customer Service and Community Management There is a line between social customer service and community management. However, that line is often blurred and highly debatable. While social customer service and community engagement go hand-in-hand, some … Continue Reading

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Innovation Management with Social Media

As companies are increasingly looking outside of the organization to obtain new ideas, social media platforms are becoming a popular channel for innovation management. By monitoring their company, brand, products or services on social media channels, companies are at the … Continue Reading

Social media monitoring with OneDesk

Listen to your customers through social media with OneDesk The social web is no longer just a space where individuals connect. These days, it is used as a communication channel for sharing ideas, suggestions, insight, questions and even product and … Continue Reading