 OUR TAKE -
Turned On and Tuned In
 |
| |
| |
 | Recent Editions of CRMAdvocate
|
| Lasting Impressions:
Tension is who you think you should be. Relaxation is who you are.
-
Chinese proverb
|
Last week's column, "Turned On or Turned Off?," inspired many great reader comments. One reader made a great case for being "turned on" to the customer experience. Read on.
"Common courtesy and the Golden Rule were around long before technology, and business practices seem to change daily. Is good customer service ever turned on or is it platitudes? Good question that unfortunately only the rep can answer. But someone committed to providing quality customer service learns to be a good listener and a creative thinker. There may be no cookie cutter way to solve a customer issue. Each person is different, each issue is different, and the goal is to make the experience different, in a good way, from any other that individual has experienced. Sometimes it not so much how the issue is resolved, but the commitment and energy the resolver exhibits when following through with a resolution. If that customer walks away with a good feeling not about what they got but how they were handled, then the rep has done their job."
Could it be that being genuinely "turned on" lets the customer know the person serving them is also "tuned in?" If so, that may carry the relationship further than simply resolving a problem.
That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
|
|
|
Action Center
 Free Subscription
Submit Content
Industry Events
Webcasts
Archive
| Stock Ticker |
| LivePerson | 5.9 |  | 0.79 |
| Rainmaker | 1.4 | | 0.13 |
| Pegasystems | 30.64 | | 1.25 |
| RightNow | 15.56 | | 0.54 |
| eLoyalty | 7.43 | | 0.18 |
| CDC | 2.53 | | 0.06 |
| Teletech | 19.85 | | 0.25 |
| Jacada | 1.75 | | 0.02 |
| Sykes | 25.5 | | 0.25 |
| ClickSoftware | 5.61 | | 0.05 |
| HP | 49.16 | | 0.31 |
| Salesforce | 61.01 | | 0.38 |
| Oracle | 21.42 | | 0.1 |
| Unica | 6.91 | | 0.03 |
| NICE | 30.21 | | 0.12 |
| ICT | 16.31 | | 0.06 |
| Convergys | 11.25 | | 0.03 |
| Interactive | 16.44 | | 0.04 |
| ATG | 4.16 | | 0.01 |
| Microsoft | 28.52 | | 0.05 |
| Selectica | 0.27 | | 0 |
| Astea | 3.39 | | 0 |
| Amdocs | 26.68 |  | -0.06 |
| SAP | 46.71 | | -0.38 |
| Chordiant | 3.2 | | -0.03 |
| APAC | 6.06 | | -0.06 |
| Tekelc | 14.98 | | -0.16 |
| NCR | 10.09 | | -0.15 |
| SupportSoft | 2.35 | | -0.04 |
| Epicor | 7.37 | | -0.14 |
| NetSuite | 14.78 | | -0.41 |
|
As of 4:00 p.m. on 11/6/09 |
|
 NEW IN CRM
News: Portugal Telecom Selects ClickSoftware for Workforce Management
Portugal Telecom (PT) has chosen a range of software solutions from ClickSoftware Technologies. The technology will help the company protect market share in its traditional telecoms business, support its expanding operations in broadband, IP television (IPTV) and cellular services and achieve its targets for the rollout of fibre to the home. PT has decided to implement ClickSchedule, ClickMobile, ClickLocate, ClickAnalyze and ClickPlan to balance the deployment of its field resources with greater accuracy and control across its 35 million residential and corporate customers .(ClickSoftware
)
Article: The Path to Social CRM: Do you have a Portfolio of Real Options?
Social CRM has not arrived (yet), not as a technology, nor as a strategy. The absence of a clear map does not mean though, that we cannot plan our journey. The journey will not be mapped out like you plan your journey from home to work and back. There are still many unknown variables and a huge number of what-if questions. There is more we don’t know than there is we do know. Fortunately more blanks are being filled every day.(CustomerThink
)
News: Amdocs Signs Deal With Canadian Provider, DAVE Wireless
Amdocs has signed a multi-year, managed services agreement with Data & Audio Visual Enterprises Wireless Inc. (DAVE Wireless), a Canadian wireless company. As part of the agreement, DAVE Wireless has licensed billing, customer care, ordering and operational support systems (OSS) products from Amdocs CES - 7.5, Amdocs' Customer Experience Systems (CES) product portfolio. This agreement enhances DAVE Wireless' launch plans already well underway with the construction of its Ericsson 3G UMTS network in five of the most populous metropolitan areas in Canada.(Amdocs
)
Article: Create Your Own Upturn
For many companies today, reducing the cost of the back office — “doing more with less” — has become the primary focus. Instead, companies ought to be “creating their own upturn” through a focus on an agile — and customer-centric — front office. Companies that are not just surviving in this economy but thriving are using innovative ways to find, reach, and serve their customers. Some of the new market realities companies must address: globalization; immediacy of communication; and an empowered customer base that will shift its transactions to competing companies at the drop of a hat, while using the Internet as a bully pulpit when dissatisfied with an experience.(DestinationCRM
)
News: University of Manchester Selects RightAnswers for the Help Desk
The University of Manchester – Britain’s largest single-site university – has deployed the RightAnswers Unified Knowledge Suite to automate its support operations. The University of Manchester will leverage RightAnswers to drive self-service and support initiatives for its over 36,000 students, 11,500 faculty members supported by 180 support analysts. Students, faculty, staff and other end users can utilize RightAnswers Self-Service for 24x7, online access to the knowledge base for self-resolving issues. The University’s support technicians can use RightAnswers Support Analyst to effectively resolve open incidents and access IT support resources to minimize help desk call durations, increase first call resolution rates, and reduce repeat calls and call escalation percentages. (RightAnswers
)
Didn't read the last edition of CRMAdvocate? Click
here to see what you missed.
| | |
| | |
