Discussing the benefits of strong customer service to the buyers and providers.

Customer Service

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Have you ever incurred an incident where your child has become lost and needed help? How many times has this issue crossed every parents mind as they wait for sons or daughters to come home or receive a phone call to hear; I’m okay?   Amdocs has just this scenario in mind when creating CRM solutions which marry broadband, mobile, GPS, and IPTV technologies which interface in giving real time convergence for service providers in solving real life problems.   Scenario 1. Dad is watching TV and sets caller display to (Do Not Disturb) unless a family member calls. 2. Megan his 16 year old daughter calls from her mobile phone, the TV shows she is calling and gives a prompt to pause live TV 3. Dad uses TV remote to answer call and speaks to Megan via the TV conference service 4. Megan says she is lost and can Dad pick her up 5. Dad uses the TV remote to select the “Fin... (more)

Customer Service and the Need to Improve

"In the U.S., there is a 5 percent increase in switching due to poor customer service from 46% to 51%. Globally, there is a 4 percent increase in switching due to poor customer service from 62% to 66%." This quote comes from the 2013 Global Consumer Pulse Survey from Accenture where the focus was the "Switching Economy," or the shift of consumer loyalty from one provider to another due to poor customer service. The report lists a number of customer service practices that aggravated the 13,168 respondents, 74 percent stated that, "having to wait for a response after I've requeste... (more)

Personal Branding Book Review by Marshall Goldsmith

New Media on Ulitzer I had the privilege of serving on the Board of the Peter Drucker Foundation (now the Leader to Leader Institute) for ten years. Peter was a pioneer in understanding the impact of knowledge workers in the new economy. He simply defined knowledge workers as ‘people who know more about what they are doing than their boss does’. In a world where knowledge workers are the key to value in most corporations, personal brand management becomes critically important. Professionals at all levels will need to be able to communicate their unique brand within and across or... (more)

Authentic Personal Branding Concept

New Media on Ulitzer "The Secret" was launched by Rhonda Byrne in 2006 and says that thoughts have an energy that attracts like energy and you attract into your life whatever you think about. This tool refers to what Buddha said: "What you have become is the result of what you have thought". It suggests the following: "your dominant thoughts will find a way to manifest. ... Whatever you focus on the most is what will be most attracted to your life. ..Once you are aware of this law and how it works, you can start to use it to deliberately attract what you want into your life... Li... (more)

Top Ten Benefits of CRM

Dear Lee, I have worked in sales for the past fourteen years and have seen fads come and go. The latest is CRM that, my company has forced upon me. Isn’t CRM just another way for my company to act like BIG BROTHER to watch and monitor my every move? Stan, Tx Dear Stan, Would you board a commercial airline if you knew, 1) the plane was lacking a navigational system, 2) you would be flying to the busiest airport in the world without the aid of an air traffic controller or radar, and 3) the pilots would not have any radio contact to direct their take off or landing approach? Most ... (more)

Business Service Management: Aligning Business & IT

When Rick Berzle and Bill Keyworth asked me to join them to build a site on the topic of Business Service Management, I immediately said yes. The result is BSMReview.com, a site which seeks to analyze the best and next practices in business service management from a third-party point of view. The experts that Bill has brought to the site are literally a who's who of the best and most trusted people in the field: Peter Armstrong, Tom Bishop, Malcolm Fry, Israel Gat, Peter McGarahan, Richard Ptak, and Ken Turbitt. And that's just for the launch. Bill is recruiting more experts even ... (more)