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Jeff Nolan

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VP Product Marketing, Get Satisfaction

118 points

Seasoned technology executive in enterprise software, venture capital, media and advertising, and social CRM markets.

July 13, 2011

Jeff Nolan is speaking at this roundtable

Understanding Social CRM

Customer Service

Customer Experience

Customer Loyalty

July 5, 2011

Jeff Nolan and 9 other people answered this question

What are the best front-office software applications for SMBs?

I don't have a lot to add to the names already provided but I will make a larger point about innovation in the SMB market hitting a fevered pitch as social CRM (a very broad spectrum of products) redefines customer to company engagement in a ... more

Information Technology

May 24, 2011

Jeff Nolan is speaking at this roundtable

Smart or Lucky - What Differentiates Successful Technology Companies?

Information Technology

Entrepeneurship

May 24, 2011

Jeff Nolan and 5 other people answered this question at this roundtable

Smart or Lucky - What Differentiates Successful Technology Companies? [5/24 @ 1:30 pm]

Technology Leaders - What has been more critical to your success, being smart or lucky?

First we would have to define what it means to be "smart". For an entrepreneur I would suggest that smart is as much about focus and getting stuff done as it is about holding a particular insight about customers, products, and markets.
Smart entrepreneurs create ... more

Information Technology

Entrepeneurship

May 5, 2011

Jeff Nolan recommends this answer by Brian Vellmure (@BrianVellmure)

Why do we care about SocialCRM if we can't even get adoption with our plain, old CRM?

Craig,
This really is a great question, though there appears to be some bias in the question.
(1) You specifically call out sales people "using" their CRM system. While this is indeed an issue, in the context of this question, I believe the focus is too narrow. ... more

April 27, 2011

Jeff Nolan and 14 other people answered this question

Focus Expert Meetup: Monday, May 2nd, San Francisco, CA

Expert Services

Expert Services Networking Event

April 26, 2011

Jeff Nolan and 8 other people answered this question

What are the top reasons for integrating CRM with social media?

Sean said it... adding "social whatever" to "CRM" does not make Social CRM.
CRM is internally focused process, Social CRM is externally focused customer engagement around unstructured conversation. As customers and company representatives interact there is a gradual hardening of the conversation data as structure ... more

Feb. 14, 2011

Jeff Nolan and 1 other person answered this question

I'm curious how "Get Satisfaction" works from both the end-user and the enterprise perspectives?

Michael,
The benefits for end users are purely tactical... they get their questions and problems resolved, by the company in question or other customers, and can share ideas and positive feedback. What this instills and reinforces is a dimension of brand loyalty behavior where good interactions ... more

Customer Service

Jan. 25, 2011

Jeff Nolan answered this question

Does anyone use customer feedback services like 'GetSatisfaction?'

What are you interested in accomplishing? Customer communities can serve many functions, customer support being a big one, but I would suggest that idea submission as well as capturing positive feedback are equally valuable. more

Customer Service

Customer Experience

Customer Experience Mangament

Customer Feedback

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