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Mark Ace

Mark has held leadership roles in software and technology service companies for over twenty years, with extensive experience in marketing, sales, product strategy and customer service. In his previous position as President of Kavi Corporation, he led the company through a successful acquisition by Higher Logic that finalized in February 2017.

Recent Posts

[WEBINAR RECAP Q&A] The Value of Community in Customer Success

Written by Mark Ace on August 21, 2018 at 7:56 AM | 5 minute read

How do you convince an exec that community is worth it when ROI is long-term? Who should be responsible for managing a community?

Mark Ace recently discussed the value of online community in customer success in a Higher Logic webinar. He answered the questions you had about ROI, community management, customer support, and more.

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Topics: Online Community Management, Online Community Software, Customer Experience, Customer Retention, Customer Support, Customer Success, Customer Advocacy, Online Community

Are Your Teams Cooperating or Collaborating?

Written by Mark Ace on March 27, 2018 at 8:30 AM | 4 minute read

Imagine you’re customizing a product for a client. Managers from different teams work together to determine the requirements, and each team works on the customizations in their area. But when some changes are implemented, it triggers adjustments for other teams. The project’s deadline is extended and the workload increases.

This is one of the scenarios Ron Ashkenas wrote about in Harvard Business Review a few years ago. It’s a simple example of the difference between cooperation and collaboration and how easily they can be confused. In the example, every team is cooperating to customize the product, but they’re not collaborating so their changes work when put together. The result? They don’t reach their desired outcome – or they reach it a lot later, with a lot more work.

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Topics: Collaboration Tools, Online Community

The Internet of Things Demands Interoperability

Written by Mark Ace on April 6, 2017 at 8:30 AM | 3 minute read

Although half of all cyclists have had a bike stolen, new developments in bike lock technology have traditionally been limited to tougher metals and fancier keys. Lattis, the maker of the Ellipse bike lock, is introducing an alternative technology using the Internet of Things. Its solar-powered U-lock connects to smartphones to provide keyless security access, detect thefts and sense crashes.

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Topics: Communications, Collaboration Tools, Marketing Automation, Online Community

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