 OUR TAKE -
Difficult Question, Difficult Answer
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If at first you do succeed, try to hide your astonishment.
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Harry F. Banks
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Yesterday, I shared one reader's take on what the "customer experience" means to his organization. It was suggested that to look forward, you need to revisit your roots. And there were other difficult things to be done.
The reader added that "this is a difficult process which requires asking a lot of very difficult questions, breaking down a lot of organizational barriers, stepping on a lot of toes (internally), and encompassing a great deal of change to which employees generally have an aversion. Unfortunately (or fortunately, depending on your perspective) these are the things that need to be done in order to offer a customer experience that revolves wholly around the customer."
That certainly shines a bright light on the gap between knowing the answer and getting to the answer. The "difficult process" is not about asking difficult questions. It's has more to do with how to move forward with the difficult answers.
What difficult answers are you willing to take in defense of the customer experience? What's your take?
Gary Lemke, Publisher
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| Stock Ticker |
| Astea | 3.39 |  | 0.24 |
| Teletech | 18.5 | | 0.61 |
| Sykes | 24.44 | | 0.7 |
| LivePerson | 5.15 | | 0.12 |
| Salesforce | 57.81 | | 1.06 |
| SAP | 46 | | 0.73 |
| HP | 48.16 | | 0.7 |
| APAC | 6.51 | | 0.06 |
| ICT | 15.99 | | 0.14 |
| CDC | 2.35 | | 0.02 |
| Microsoft | 27.88 | | 0.15 |
| ATG | 4.12 | | 0 |
| eLoyalty | 7.8 | | 0 |
| Oracle | 21.09 |  | -0.01 |
| Tekelc | 15 | | -0.02 |
| RightNow | 15.23 | | -0.03 |
| SupportSoft | 2.39 | | -0.01 |
| Convergys | 10.69 | | -0.16 |
| Pegasystems | 28.18 | | -0.49 |
| ClickSoftware | 5.05 | | -0.11 |
| Amdocs | 24.65 | | -0.55 |
| Epicor | 7.54 | | -0.18 |
| NetSuite | 13.6 | | -0.37 |
| NCR | 9.87 | | -0.28 |
| Unica | 6.74 | | -0.22 |
| Jacada | 1.81 | | -0.06 |
| Chordiant | 3.36 | | -0.12 |
| Interactive | 16.18 | | -0.59 |
| NICE | 29.34 | | -1.63 |
| Selectica | 0.27 | | -0.02 |
| Rainmaker | 1.21 | | -0.15 |
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As of 4:00 p.m. on 11/2/09 |
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When you give people the right information, you empower them to apply the best intelligence of the organization to the problems at hand, while also proactively planning and driving the business for tomorrow. By delivering business-critical data at the right time and in the right format, users gain the insight needed to make more informed decisions.
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Register to attend "Business Intelligence for Service Organizations: Key Success Factors for Achieving Operational Performance" and receive a free white paper written by Thomas Lah: The Services Dashboard.
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