On CRM: Why Did Service App Zendesk Buy A CRM Company? [Forbes]
Zendesk, Inc. (ZEN)
Last zendesk, inc. earnings: 4/30 04:16 pm
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Source: Forbes
Mikkel Svane, chief executive officer at Zendesk. Photographer: David Paul Morris/Bloomberg Back in the day, the leading internal service software providers - HEAT, Remedy and others - specialized in allowing users on help desks to create tickets, track cases, route incidents, automate resolutions, and build a knowledgebase of problems and solutions. The problem was these applications were expensive, client-server focused and targeted mostly at help desks and information technology teams at larger companies. I should know because my company once sold HEAT. Sure, products like HEAT and Remedy are still around and continue to have many loyal customers. But all those features that bigger companies were paying for became, thanks to the cloud, available to smaller businesses too, and at a much more affordable price. Service is important for all companies – big and small – and the founders of Zendesk and other applications filled that gap. This past week, Zende
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