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December 27 2010Posted by: Mark Fidelman

Why is Quora Censoring our Questions and Answers?

Answer: They are too smart for their own good and not smart enough for everyone else’s. Molly Ivins once quipped, “The strongest human emotion is neither love nor hate.  It is one person’s desire to f#ck with another person’s copy” Well we’re not talking Farenheit 451, more like a quarter of that temperature but complaints are heating up. My experience with Quora has been mostly positive and I believe it serves a useful purpose. Yet ...
December 22 2010Posted by: Mark Fidelman

A Comprehensive Comparison Guide to Mobile Advertising Networks (Infographic)

A Guide for Brands, Publishers & Game Developers Something we’ve expected for some time now, online advertising spending has just surpassed newspaper advertising spending.  But don’t expect online advertising to maintain its lead for long.  By all accounts mobile will soon surpass online advertising spend due to the sheer numbers of App/internet enabled mobile phones that are appearing worldwide. While the matrix is comprehensive, ...
December 15 2010Posted by: Mark Fidelman

What You Need to Know About RightNow (A Guide for Decision Makers)

Can a company based out of Bozeman, Montana be plugged into the customer support needs of major corporations worldwide?  On the surface, the answer is a resounding YES.  But let’s look behind the help desk and take a closer look. RightNow Background RightNow (NASDAQ:RNOW)  is a cloud based Web Customer Service (WCS) platform that has been named by Gartner as a leader in their WCS magic quadrant.   Their mantra is to rid the world of bad customer ...
December 13 2010Posted by: Mark Fidelman

Game Changing Customer Support Communities (Presentation)

The following was the Presentation I gave at the Gilbane Conference in Boston   Self-Service support communities are beginning to replace the help desk for internal and external customer support.    In fact, these communities are simultaneously reducing costs (less support calls) and increasing revenue (SEO lead generation).   Follow along as I explore the history of documentation through its evolution to today’s game ...