Aaron Fulkerson

Founder & CEO at MindTouch, Inc

Aaron is a multifaceted entrepreneur and technology advocate. He has held senior management positions at three technology startups and has helped to launch non-profits and businesses outside the technology industry. Aaron received his BS in Computer Science from University of North Carolina—Chapel Hill. He worked for Microsoft Advanced Strategies and Policies on distributed systems and owned and operated a successful technology consulting firm. He is a recognized expert on communities, software, and open source and is regularly asked to speak on these topics at conferences and Universities.

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Contributions
Video: Collaborative Networking: How it's Different
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An Explanation of how Collaborative Networks fit in the enterprise collaboration landscape.


Presentation: What is Web Oriented Architecture?
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A presentation delivered by the CEO of MindTouch at GlueCon discussing WOA.


Video: Aaron Fulkerson Talks About Open Source Company Leadership
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Aaron talks about Mindtouch, but has lots to say about why leadership and promotional ability are necessary for any successful open source project.


Video: MindTouch Deki Demo
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MindTouch Deki Demo


Video: Talking about Wikis with Mindtouch
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Aaron Fulkerson and Steve Bjork, co-founders of MindTouch, talk about the Wiki market and what makes their tool better than others.


Video: Demo of MindTouch
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Aaron Fulkerson, co-founder of Mindtouch, gives us a demo of what makes his wiki tool better than other wiki tools. Specifically its strengths are that it's open source and that it has a great API.


Video: The Basics of DekiWiki Hayes
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This inaugural videocast covers the basics of DekiWiki Hayes' new architecture.


MindTouch - Content Driven Customer Success » Blog
A new kind of software that drives customer success with self-service knowledge. Stand-alone or extend into your into products and customer support systems.
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  • The One Thing Customers Want From Your Customer Engagement Strategy
  • August 25 2015
    There are many words that get thrown around when it comes to what matters for a customer engagement strategy: fun, social, feedback, and so on and so forth. But there’s one word that doesn’t get used too often in connection with customer engagement: SME. (Okay, that’s really an acronym for a phrase, subject matter experts.) […] The post ...
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  • Why IT Projects Fail Before They Even Start
  • August 20 2015
    It’s no secret that IT projects implementing new hardware or software in an organization is a difficult task—one that gets exponentially harder as the size of the company increases. A good project finishes on time and on-budget, but the majority drag on and exceed budget. The real problem is that, according to a 2012 McKinsey […] The post ...
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  • A Beginner’s Mind Guide to Customer Engagement
  • August 18 2015
    Take a deep breath and repeat with me: I don’t know, I don’t know, I don’t know. So many customer interactions begin with the words “I don’t know.” Not-knowing is what necessitates most support calls and chat sessions. “I don’t know” is usually a frustrating barrier to customers becoming product experts—especially when the one who […] The post ...
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  • Understanding the Manufacturer’s Customer Service Trinity
  • August 13 2015
    We talk a lot about customer success on this here blog, and as a result we end up talking about software (specifically, SaaS) companies a lot as well. But companies that don’t fall into the subscription economy—i.e. manufacturers—are taking note of how investing in a unified customer experience, from marketing all the way to renewal […] The post ...
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  • What in the World Do You Do With All That Self-Service Traffic?
  • August 06 2015
    So here’s the thing about creating an effective online, self-service channel—it’s going to attract more than your current customers looking for support. Transforming all of your how-to’s, FAQs, and user manuals into web-ready pages gives Google hundreds or thousands of new pages to serve up when consumers run a search.  These pages are especially good […] The post ...
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  • MindTouch Product Release – August 6, 2015
  • August 06 2015
    LDAP / Active Directory Optimization When signing in to MindTouch using LDAP or Active Directory your users will now experience updated messaging that aims to help users who are incorrectly authenticating. New and Updated Documentation Blog: Is Your Company’s Customer Onboarding Program a Sinking Ship? Blog: Honey or Vinegar? Improving Your Domain Authority Through Product […] The post ...
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  • Let Your Customers Tell You What Customer Success Looks Like
  • August 04 2015
    I came across a blog post discussing the just-finished Summit on Technical Communications, and it noted how Summit attendees were reporting that end-user input was decreasing. Whether your end user is your employees or your customers, not getting feedback is detrimental to your business and to your customer’s success. Without feedback, you’re essentially creating all […] The post ...
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  • Hiring Marketing Leader – San Diego
  • August 03 2015
    Marketing Manager or Director of Marketing, San Diego, CA. MindTouch is changing the way companies deliver product help, self-service, field service and customer support enablement by turning these traditional cost centers into a revenue generator. MindTouch not only improves self-service, but increases sales and customer renewals (learn more about our approach). We are a fast-growing Software as a Service […] The post ...
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  • Why Self-Service Goes Beyond Support
  • July 31 2015
    At MindTouch, we are looking to create a world where people can easily become product experts; a world where people don’t have to struggle to find the information they need to make smarter purchases; a world where support is a Google search away, and not a 30 minute phone call away.   Self-service impacts our […] The post Why ...
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  • MindTouch Product Release – July 30, 2015
  • July 31 2015
    Feature Change for Article Feedback When leaving feedback for an article, the text box that expands after you rate a page or click “Leave feedback” will now scroll the window down so that your customers can see the whole feedback section. New Feature: Group Based CSS A new CSS class has been added to the […] The post ...
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  • Is Your Company’s Customer Onboarding Program a Sinking Ship?
  • July 30 2015
    The subscription economy has made customer onboarding one of the most crucial parts on the customer journey. According to data from Scout Research, if your customers don’t become loyal in the first 90 days, there’s only a 10 percent chance that they remain loyal users. Loyalty takes more than happy customers; they need to be […] The post ...
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  • PDFs Are Killing the Value of Your Product and Help Content
  • July 28 2015
    Since PDFs (Portable Document Format) became an open standard in 2008, they’ve been a go-to resource to create simple, web-ready-yet-printable content for every department from Marketing to Product. E-books, Case Studies, Menus, and User Manuals all make their way into our download folders as PDFs. Today we’re going to focus on how putting the product […] The post ...
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  • MindTouch Product Release: July 23, 2015
  • July 23 2015
    Optimization for Support Agents When using GeniusLink for Salesforce with Firefox, agents attempting to suggest articles may have experienced challenges with submitting their suggestion.  New and Updated Documentation Blog: Stop Sabotaging Your Customers From Becoming Products Experts Blog: Is Your Customer Engagement Strategy Too Noisy? The post ...
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  • Honey or Vinegar?: Improving Your Domain Authority through Product and Help Content
  • July 23 2015
    Whenever I see someone  acting abrasively towards another person on the train or at the store, I always think back to the old adage: you catch more flies with honey than vinegar. I’ve always loved the saying, partly because I want to meet the person who spends their days catching flies. I was reminded of […] The post ...
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  • MindTouch Product Release: July 16, 2015
  • July 16 2015
    Bug Fix for Authors When moving a page and not selecting a target location the dialog would appear to be processing it but never finish the operation. You can use the title section of the move dialog to change the URL of the page while keeping it at the same location. When saving a page […] The post MindTouch Product Release: J ...
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  • Why Ticket Deflection Is Important to More than Your Support Team
  • July 16 2015
    When you talk about ticket deflection, people are inevitably overjoyed at the prospect of lower support costs (hooray!). But if lower support costs are the endgame for your initiative to increase ticket deflection, then you’re missing out on the big picture. When you talk about ticket deflection, what you should be stoked about is your […] The post ...
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  • Stop Sabotaging Your Customers From Becoming Product Experts
  • July 14 2015
    This past week I got a first hand experience in a) the joys of homeownership, and b) the tragedy that is one company’s approach to turning customers into product experts. So bear with me while I share my story, and I’ll elaborate more on the business lesson I learned from this experience: companies are screwing […] The post ...
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  • MindTouch Product Release: July 9, 2015
  • July 09 2015
    New Site Language: Arabic MindTouch will now be available in Arabic (Modern-standard) localization. You can find a full list of all supported localizations at the MindTouch Customer Success Center. Bug Fix for All Users The search interface was inconsistently displaying the progress indicator when conducting multiple searches. This experience could have resulted in confusion regarding […] The post ...
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  • Is Your Customer Engagement Strategy Too Noisy?
  • July 09 2015
    When it comes to creating content for customer engagement, the question becomes how much is too much? There is so much noise put out to our customers through Twitter, blogs, the website, email, and more. Companies should take any chance to cut down the noise to just what the customer needs to succeed. Nowhere is […] The post ...
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  • MindTouch Product Release: July 2, 2015
  • July 06 2015
    Bug Fix for Authors Previously, you would not be able to use the Content Reuse Dialog when working in a new, unsaved, page. A prompt will now notify you that the page has to be saved in order to use the content reuse dialog. When editing a page, your browser will now autoscroll to location of […] The post MindTouch Product Rele ...
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  • A House Divided: Why Your Help Center Belongs On Your Corporate Domain to Boost SEO
  • July 02 2015
    Though it is generally used to promote political unity, the idiom “A house divided against itself cannot stand” rings true for the way companies structure their help centers in relation to their corporate domain. When help centers are kept on separate domains from the corporate domain, it has detrimental effects on the search engine rankings […] The post ...
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  • Why SSO Is Strategic for Customer Engagement, and Not Just IT
  • June 30 2015
    S-S-O: perhaps the three (okay, two) most important letters you’re not thinking about when it comes to your customer engagement efforts. In the race to increase customer adoption, companies need to adopt best practices around Single Sign-On (SSO). SSO is a way to provide one entry point in order to seamlessly gain access to different, […] The post ...
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  • MindTouch Product Release: June 25, 2015
  • June 25 2015
    Feature Optimization: Custom Branding You will now be able to customize additional UI templates in MindTouch. In addition to the custom header and footer you will now be able to customize your 404 (Page Not Found), First-Login-Welcome, and Blank Article (an article with no content) templates. This will allow you to further represent your brand […] The post ...
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  • How Google Analytics Amps Up Your Customer Engagement Strategy
  • June 25 2015
    There are three things in life that are certain: death, taxes, and your customers needing your product and help content throughout the customer lifecycle. As the first two get plenty of media coverage, today we’ll just focus on that third one. Now, you may be a little suspicious of that third statement. If you’re holding […] The post ...
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  • The Startup Guide to Spending Venture Capitalist Funding
  • June 23 2015
    When it comes to spending Venture Capitalist backing, growth is the name of the game.  Let’s take this money and grow our product to be more responsive to the market. Or, let’s grow our marketing and sales teams to acquire new customers and grow the business more quickly. In 2014, San Francisco start-ups alone amassed 10.9 billion […] The post ...
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  • MindTouch Product Release: June 18, 2015
  • June 18 2015
    Bug Fix for Authors Searching for code tags (i.e. <input>) found within the syntax highlighter would return no results. When searching for tags you will now see correct results. When attaching a file to a page, the file details will not show the user Display Name. Learn more about the difference between usernames and display […] The post ...
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  • Why Your SEO Efforts Need to Consider Content Organization
  • June 18 2015
    Search Engine Optimization (SEO) gets a lot of press. And rightfully so: the difference between the first page of results and second page of results for click through rates (the percentage of users who click a link on that page) is staggering. According to Advanced Web Ranking, 71.33% of all organic click throughs occur on […] The post ...
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  • Livin’ La Vida Local: Why Localization is Crucial for Customer Engagement
  • June 16 2015
    How you say things is important as what you say. As businesses reach global audiences faster than ever thanks to social media and search engines, they need to consider the role of site localization in their customer engagement strategies. The Shell and the Kernel Localization is the adaptation of a site to suit the target […] The post ...
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  • “A Conversation with Chris Fussell, Co-author of Team of Teams” at MindTouch Headquarters
  • June 15 2015
    Last Friday, MindTouch and CBRE hosted a conversation with Chris Fussell, co-author of Team of Teams: New Rules of Engagement for a Complex World. The event, held at MindTouch Headquarters, brought together San Diego business leaders, along with former military service members, for a discussion about leadership. The book takes a look at the hard fought lessons […] The post ...
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Aaron Fulkerson
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