Clik here to view.
The Business Case for Empathy or, Why Customer Engagement Begins in their Shoes
The term customer engagement suffers from many definitions. What’s clear regardless of the definition is that customer engagement is critical in this age of the customer. A finding by McKinsey shows...
View ArticleClik here to view.
MindTouch Product Release: March 26, 2015
Feature Change for Pro-Members Pro-members using Microsoft Internet Explorer 8 will see a browser notification banner across the top of MindTouch. The banner is being added to encourage pro-members to...
View ArticleClik here to view.
How to Unlock the Potential of Your Content to Generate Revenue
We talk a lot about content here at MindTouch. We talk about how we organize all of your content into topic-based hierarchies. We talk about transforming your hundred-page PDFs into easily consumable...
View ArticleClik here to view.
The Iceberg Theory of Help Content
Your help content is the most valuable thing you have to offer your customers, outside of the product itself. But many organizations devalue this content, seeing it only as a cost or a bare necessity....
View ArticleQ&A with Damien Howley, VP of Customer Success at MindTouch
Today’s post is part one of an in-depth interview with Damien Howley, the VP of Customer Success at MindTouch. Damien is a seasoned customer success leader who has a proven record of building and...
View ArticleMindTouch Product Release: April 2, 2015
Feature Change for Update Link Dialog The search interface in the MindTouch Update Link dialog will now display a URL for each search result. Previously, the URL was difficult to select because it...
View ArticlePart 2: Q&A with Damien Howley, VP of Customer Success at MindTouch
In case you missed it, check out part one of my interview Damien. Damien is a seasoned customer success leader who has a proven record of building and running customer success teams. Damien has served...
View ArticleClik here to view.
How Your SEO Strategy is Failing Your Brand
It’s 10 PM. Do you know where your brand is? My guess is it was kidnapped by Google. The good news is, you can get it back. Regardless of how big your company is, you’ll inevitably have to deal with...
View ArticleRecent Gartner Report Does Deep Dive into 2015 CRM Landscape
Odds are, if you’re not already using a CRM system, you’re looking into one. Businesses are looking to find solutions that will help them adapt to the quickly changing consumer landscape. In “The...
View ArticleClik here to view.
MindTouch Product Release: April 9, 2015
Feature Update: MindTouch Dashboard The MindTouch Dashboard provides a centralized interface for your employees to access all of the available reports and content management tools. We are now...
View ArticleClik here to view.
Hold the Phones!: Web Self-Service Surpasses Phone as Preferred Support Channel
After years of sitting in the rearview mirror, Web Self-Service has motored past phone support as the preferred channel for customers to receive support help. A new report from Forrester details the...
View ArticleClik here to view.
Winter is Coming to Google Search, Are You Ready?
[Warning: No Spoiler Alerts] Even as I sit in an office overlooking downtown San Diego on a clear spring morning, I know winter is coming. This isn’t winter in George R.R. Martin’s Westeros, of course,...
View ArticleMindTouch Product Release: April 16, 2015
Bug Fix for MindTouch Editors When creating a hyperlink to an absolute URL, the title attribute would display as “undefined”. The title attribute displays when a user hovers over a hyperlink. In the...
View ArticleMindTouch, Zuora, and Salesforce Present[ed]: Engaging the Customer—A Full...
Recently, MindTouch, Zuora, and Salesforce hosted an event at Fleming’s Prime Steakhouse and Wine Bar, entitled “Engaging the Customer—A Full 360 Approach,” for local business leaders to get together...
View ArticleSurviving Mobilegeddon: How Customer Success Is Affected by Google’s Update
If you haven’t heard by now, today, April 21, is officially Mobilegeddon: the day Google changes its search algorithms to favor mobile-friendly websites. Companies who value customer success know that...
View ArticleClik here to view.
Five Things Google Search Can Teach Us About Customer Success
On April 21, Google updated their search engine algorithms to favor mobile-friendly webpages accessed through smartphones globally and across all languages (in other words, a seriously huge update)....
View ArticleMindTouch Product Release: April 23, 2015
Feature Update: Search MindTouch 4 customers will notice that the search results interface has been updated. Along with a smoother, sleeker interface the optimization also includes the following...
View ArticleClik here to view.
Product Update: Internet Explorer 8 Support Removal.
On June 4th, 2015 MindTouch will no longer support Pro Members using Microsoft Internet Explorer 8. This change is taking place to improve our product experience and to help encourage the advancement...
View ArticleClik here to view.
The Truth Behind Why Your Customers Prefer Self-Service—And Why It’s Great...
As we discussed last week, your customers now prefer web self-service to any other channel of support. Odds are that your company has, or plans to have, some form of self-service. But if we dig into...
View ArticleHow Biamp Uses MindTouch to Turn Customer Success Up to 11
At MindTouch, we are fanatical about our customer’s success; and our customers are fanatical about their customer’s success as well. We don’t get to praise the great work our customers do often enough...
View Article
