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

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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 likely not. CRM is not a fad nor is it a way for your company to act as BIG BROTHER! CRM is a navigational tool that, when used properly it will increase your profitability, productivity and enhance your customers buying experience. I believe that what you are really asking is, what is in it... (more)

Hybrid Contact Centers – The New Normal

The prevalence of social media and the power of mobile have quickly turned the business world into a customer-centric one. Sure, there have always been companies devoted to excellent customer service. However, today's engaged consumer expects all businesses to master customer experience management in addition to their core business. It's clear that cutting-edge technology enables companies to more easily deliver on this expectation. The evolution from on-premise contact center architectures to cloud-based technologies as the key customer communications vehicle is a key driver of advances in customer engagement today. The cloud-based contact center invigorates all areas of the business. Its access to instant updates versus manually installed updates provides a more swift execution of day-to-day activities that traditional on-premise contact centers cannot promise to... (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... Like attracts like...You get what you think about, whether wanted or unwanted...You are a living magnet...You get what you put your energy and focus on...Energy attracts like energy...it has it roots in Quantum Physics. " But just focusing on your dominant thoughts, wishful thinking about what ... (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 organizations – and be able to communicate effectively to decision makers who may not have their level of technical expertise. One of the great ironies that I regularly encounter in the workforce, is the fact that many technically trained professionals have spent years ‘honing their craft’ and... (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 as I write this. I'd like to get David Williams from Gartner and Jean-Pierre Garbani from Forrester involved as well, but they're behind the iron walls of the analyst-dom. Bill's thinking is that business service management covers a series of related topics. See his introduction - The Why &... (more)

Getting Past Gate Keepers

Web 2.0 Journal By Tom Hopkins In business situations, when you are trying to reach the person who has the authority to make decisions regarding your product you are very likely to have to go through one or more people before reaching that person. For the sake of efficiency, there will likely be a receptionist and/or assistant who takes the initial calls for the decision-maker. It’s important that you realize most assistants are taught to protect decision-makers. Or, shall we say, screen calls so the decision-makers only speak with the [...] ... (more)

Gain Your Prospect’s Attention

Web 2.0 Journal By Wendy Weiss On a cold call you have approximately 10-30 seconds to grab your prospects’ attention—and you won’t get a second chance. Read on to discover how to gain your prospects’ attention… I was eating lunch. The phone rang and thinking it might be a client calling (and also, let’s face it—I’m a little compulsive) I bolted to my desk and grabbed the receiver. Instead of my client, on the other end of the line was a perky person telling me that their company provides high-speed Internet [...] ... (more)

iPhone vs. Android: Getting Over the Hype

I'm a long-time fan of Apple products. I've owned Macs for 20 years and an iPhone for the last 2. I also own a Motorola Droid, and a Google Nexus One phone. Over the years I've seen a lot of people convert to Mac, and even more convert to the iPhone. I've also watched as bloggers and the tech media drank concentrated Apple Kool Aid by the gallon in the last 2 years. These guys, along with the legions of Apple "fans", seem to have lost most measures of objectivity about the the iPhone and the iPad. So I thought I'd give  business owners and managers trying to decide whether to buy iPhones or Android phones some of the major reasons to go with each of the platforms. Android 2.2 courtesy of Gizmodo Reasons to love Android: Choice of telecom providers: Verizon, T-Mobile, Sprint. Some are fast and have high coverage, some are cheap, some are superfast within urban areas.... (more)

Blocks to Profitable Behavior

CRM Developer's Journal I recently added 20 yards of distance to every club in my golf bag with no effort whatsoever (and the chipping now is sublime). For the non-golfers out there, this is quite a significant improvement. I have played the game for about 15 years achieved a reasonable standard and plateaued, content in the knowledge that I know enough to be competitive and to enjoy myself. Over the years I have taken, on average, two lessons per year, read copious amounts in magazines, watched my heroes on the TV, dreamed of faultless rounds, practiced my bad habits at the driving-range and, of course, played once a week. I would say that I qualify as a golfer. My discovery was so basic, so fundamental, that I had classified it years ago as something I already did and, therefore, dismissed it from the long list of possibilities for making improvements. This raise... (more)

Custom Electronic Product Design

Chip Design on Ulitzer From Atom to Multicore Processors, Orchid Technologies can design a custom Intel Architecture solution to meet your specific requirements. Orchid's Core2 Quad Processor board is feature packed. Designed for ruggedized operation in a small air-cooled package, our Core2 Quad Processor design is alone in its class. Critical to the success of any custom Intel Architecture design is the Embedded Controller. Orchid has developed and ported numerous Embedded Controller designs. These designs, based on Renesas 2117 and Renesas 2472 H8 processors offer ACPI, PS2 Keyboard, and Power Sequencing services. Intel Architecture requires BIOS software customization and porting. Orchid Technologies can customize a BIOS for your embedded application's specific needs. Working with core BIOS, we will port and write firmware for your specific needs. The developme... (more)

How to Win Customers and Build Trust Online

Click Here to Download This White Paper Now! Businesses with websites need customers' trust. It costs a lot of money to build a good website. Even more to build a brand and advertise it. It's an expensive failure if you lose customers at the final hurdle simply because they don't feel confident enough to buy. Worse; it's bad business. It's like running a marathon and then stopping just before the finish line. This white paper from VeriSign will show how to customers and build trust online. Click Here to Download This White Paper Now! ... (more)