SVP of Marketing and Communication,
Ms. Berry was previously SVP, Global Marketing and Communication with Taleo Corp. [NASDAQ: TLEO], the leading international provider of on-demand Internet software for talent and human capital management, from its initial round of financing to its public offering. At Taleo, Ms. Berry was responsible for all global marketing, from new product launches to analyst and media relations, customer value studies, customer user groups and strategic messaging and positioning.
Following Taleo, Diane was Chief Marketing Officer of SelectMinds, a corporate social media solutions provider, where she defined the organization’s messaging and positioning, conducted value studies, thought-leadership engagements and became an industry spokesperson for the value social media brings to business. Ms. Berry also led the company’s product expansion from a provider of corporate alumni networks to a leading provider of social media solutions for many different corporate constituencies, from employees to customers.
Ms. Berry has also served as Chief Marketing and Strategy Officer with Smyth Solutions, a SaaS provider of accounts receivable and credit solutions and outsourcing services, and as an executive in the publishing industry, where she was instrumental in the successful Initial Public Offering of Journal Register Company on the NYSE.
Ms. Berry resides with her husband and assorted horses and dogs on their farm in New Jersey; she is a passionate equestrian and competes in the discipline of eventing.
Author Archives: Diane Berry
Last week, I had the pleasure of giving a TED-style talk on the future of knowledge management at the Technology Services World (TSW) 2013 Best Practices conference in Santa Clara. The event provided an enlightening forum to discuss the future of customer service, including how new technologies and approaches to knowledge management can empower individuals [...]
Gartner recently issued its 2013 Magic Quadrant for the enterprise search market. We’re pleased with our positioning – high on both vision and ability to execute – particularly when you see where we are compared to other enterprise search providers. Very large providers. According to Gartner, our position shows that “They understand that chasing the [...]
In the knowledge management for customer service industry, we have an ever-present problem – a recent Argyle study of customer care executives found that only 15 percent of organizations had access to the information they needed to solve cases faster and more efficiently. Knowledge, knowledge everywhere… and not a drop to understand. Switch gears: Paul [...]
Tokyo Electron Limited (TEL) had a knowledge management challenge in its field service operations. It was costing the worldwide leading provider of high-tech semiconductor equipment worldwide up to $80,000 a month in lost and duplicate knowledge. Comprised of more than 500 engineers, TEL’s North American field service team services a highly diverse array of six [...]
And the winner is…Coveo! We’re pleased to announce that Coveo has just been named a 2013 Service Leader alongside salesforce.com in CRM Magazine‘s Service Leaders Awards. These awards acknowledge the “best of the best” in customer service and support, and are chosen by a group of approximately 20 top analysts and industry experts based on [...]
Customers have so many choices today. It’s our jobs to make their experiences as easy, relevant and engaging as possible. By delivering exceptional customer experiences, companies can acquire new customers through referrals from highly satisfied customers, retain existing customers and improve their overall efficiency. Unfortunately, too many customer service agents, field agents and even sales [...]
Knowledge Management will never be the same. We’re at the start of a sea change in how employees find the information they need to do their work. Not surprisingly, the sea change begins with a combination of solutions known for leadership and innovation: Salesforce and Coveo. Together, we are turning knowledge management—and enterprise search—upside down. [...]
When popular technologies arrive, in-demand jobs follow – and no job is hotter in the technology world right now than the role of data scientist. So hot, in fact, that the Harvard Business Review coined it as the sexiest job of the 21st century. GigaOM reported earlier this year that it’s the future of IT. [...]
The cover story of this month’s Harvard Business Review examines the current imperfect state of knowledge exchange in the workplace. Written by several consultants at McKinsey & Company, the article states that “competitive advantage today increasingly comes from the particular, hard-to-duplicate know-how of a company’s most-skilled knowledge workers: talented (and highly paid) engineers, salespeople, scientists, [...]
Part II: CRM in 2013 We’re a few weeks into 2013, and companies are facing a powerful confluence of overwhelming and diverse customer data, tools that provide a greater degree of insight into that data, and a customer base that demands a more personalized, real-time experience. We believe that companies ended 2012 poised to use [...]