Customer Service: EMC Corp.
Under the leadership of Mike Ruettgers, EMC bounced back from a near-death experience to become one of the “four horsemen of the Internet.” At the heart of EMC’s rise has been its fanatical devotion to customer service. The company has benefited from this critical insight: If you want service to pay off, don’t treat it as a profit center.
Content: Article | Author: Paul C. Judge | Source: Fast Company | Subjects: Best Practices, Customer Related
Solid CRM is Difficult, but Not Impossible
InfoWorld surveyed 500 readers who are involved with acquiring CRM software and services and who work with 100 or more other employees. The survey offers insights into the dynamics of implementing a CRM solution.
Content: Article | Author: Mario Apicella | Source: InfoWorld | Subjects: Customer Related, IT / Technology / E-Business
Do You Really Need a Customer Czar?
Article takes a look at the new mini-trend of companies adding chief customer officers and offers some pros and cons as well as some thoughts on whether a CCO makes sense for your company.
Content: Article | Author: Steve Ulfelder | Source: Darwin Magazine | Subjects: Customer Related, Management
Leading CRM Depoloyments
CRM Project
Accenture put together the CRM Project, essential reading for business executives who are making decisions about CRM or those just interested in learning more about this latest business trend. Get the basics with CRM 101 or read new research (like the study “Divide and Conquer” that states “the most profitable companies are those that make the smartest decisions about allocating resources among marketing, sales … [ Read more ]
Content: Online Resource | Author: Various | Source: Accenture | Subjects: Customer Related, Management
Problems Conducting Business Online
Web Sight – Let Your Customers Lead
In this interview with Fast Company, web strategist David Siegel says: “Don’t redesign your Web site. Redesign your company.” A lot of his statements are bold platitudes that derive from his roles as author and public speaker. Some are off-mark in my estimation. Some are accurate re-hash of other prominent ideas (like Don Peppers). And a couple are new twists worth … [ Read more ]
Content: Article | Author: Katharine Mieszkowski | Source: Fast Company | Subject: Customer Related
How You Can Help Them
Marketing expert Don Peppers asks — and four cutting-edge organizations answer — the four most important questions to help you deliver great service to your customers.
Content: Article | Authors: Alan M. Webber, Heath Row | Source: Fast Company | Subjects: Customer Related, Marketing / Sales
Call Center and Customer Contact Statistics
The Modern Call Center
Web-enabled call centers let businesses provide improved customer service by combining the best of telephone and online communication.
Content: Article | Authors: Bob Wallace, George V. Hulme | Source: InformationWeek | Subject: Customer Related
Typical Breakdown of CRM Expenditures
The High Price Of Self-Service
Letting customers get answers directly through the Web may not reduce call-center costs.
Content: Article | Authors: James K. Watson Jr., Joe Fenner | Source: InformationWeek | Subject: Customer Related
Live Internet Service Set To Capture Customer Attention
Faster browsers and better software all help to provide immediate and improved service
Content: Article | Author: Charles Waltner | Source: InformationWeek | Subjects: Customer Related, IT / Technology / E-Business | Industry: Retail
Innovation 100: The Customer
“Innovation 100: The Customer is a listing of the most innovative companies in building profitable and successful customer relationships. We offer stories analyzing the business and IT practices of some of the businesses in this year’s listing. You can also view the entire list of all 100 companies ranked from one to 100. And to see how your organization’s customer strategies compare against the … [ Read more ]
Content: Article | Sources: Cap Gemini Ernst & Young (CGE&Y), InformationWeek | Subjects: Customer Related, Innovation
It’s The Customer Stupid
Michael Hammer says forget the Internet – the real new economy is all about the customer. He offers four specific steps to take to turn customer focus from a slogan into reality:
1. Define the company’s business proposition in customer terms.
2. Design all business processes and their supporting systems from the customer’s point of view.
3. Present a single face … [ Read more ]
Content: Article | Author: Michael Hammer | Source: InformationWeek | Subject: Customer Related
The Customer As Co-Developer
Who has more product knowledge: 10,000 workers or 1 million customers?
Content: Article | Author: Christopher Locke | Source: InformationWeek | Subjects: Customer Related, Trends / Analysis
Online Shopping Consumer Satisfaction (US)
Charles Fishman
The secret about customer service in the new economy isn’t that it’s bad — everyone knows it’s bad. The secret is that it’s harder to deliver good customer service than ever before.
Ultimately, what is so striking about the customer-service revolution that we are digging our way through is how little a century of technological innovation really changes what matters.
Content: Quotation | Source: Fast Company | Subject: Customer Related
Charles Fishman
Even if you have the empathy and the passion and you address the customer’s problem, you haven’t really given good customer service in total. You haven’t done that until you have eliminated the problem that caused her to call in the first place.
Content: Quotation | Source: Fast Company | Subject: Customer Related
But Wait, You Promised…
Bad customer service is one of the universal — and unifying — experiences of being an American in the 21st century. But is customer service really worse than it used to be?
Content: Article | Author: Charles Fishman | Source: Fast Company | Subject: Customer Related