Articles About: CCMS

Who’ll Stop the Rain? Social Product Help Umbrellas Protect You and the Customer

April 24th, 2012 | | CCMS, content strategy, Customer, Editorial, Featured Post, Product Help, Uncategorized

A recent social media customer service survey by TNS reveals that over half (57%) of consumers head directly online when they have a problem with a brand or product. That figure rises to 71% among 16-25 year old consumers and 65% among 25-34 year olds. The problems and questions of frustrated consumers are being gathered […]

3 Secrets to a Healthy Customer Relationship: Give, Take and Share

March 13th, 2012 | | CCMS, content strategy, Customer, ESP/SMA, Tech Comm

Every day at MindTouch we see companies come through our doors who find themselves with unhappy customers, low renewals and high support costs. We’ve deduced the source of these problems to stem from poor relationship management. A relationship is a two-way street where the parties involved are happiest when all benefit. In the end, a […]

3 Skills You Need to be the Master of Your Domain Knowledge

February 16th, 2012 | | CCMS, Content in Context, Guest Blogger, Tech Comm

Many people want to be good writers. It is a central skill because so much of our communication is done through written channels. Everything from technical documents to emails to tweets requires writing. Unfortunately, some regard writing as an almost mystical process where inspiration flows from your soul onto the paper where it emerges whole, […]

Conditional Formatting and Single Sourcing

January 20th, 2012 | | CCMS, TCS Features

Recently I read a discussion thread at a LinkedIn Tech Comm group in which Aaron, my CEO, claimed MindTouch didn’t support single sourcing. He was promptly contradicted by a MindTouch customer, Amanda Cross of ExactTarget, and prominent Tech Comm leader who just kicked off a guest blog series here at the MindTouch blog. Later on […]