OUR TAKE -  Jidoka and the "Red Button"     Lasting Impressions: Most software today is very much like an Egyptian pyramid with millions of bricks piled on top of each other, with no structural integrity, but just done by brute force and thousands of slaves. - Alan Kay When testing the true organizational clout of a Chief Customer Officer (CCO), many people wrote in to tell me about the importance of customer advocacy and the ability to affect change. The test of real clout comes from the answer of a very pointed question: Can Your CCO Push the Red Button?   Jidoka (see Autonomation) is the concept from which I make reference to the red button. If a worker discovers a problem with the production of a product, that worker has the ability to stop the production line - push the red button - to prevent the production of defective products but more importantly bring attention to the problem and fix it before it reaches a customer.   So the real question is not if your CCO has the power to push the red button. Rather, the question is whether or not any person who recognizes a problem with product/service quality is authorized to push the red button.   For those of you within or related to the contact center, how would the rest of company view you if you had the power of the red button? What's your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive     Cool CRM                     NEW IN CRM   News:    Parature Announces Parature for Facebook Parature announced a customer service and support application on Facebook fan pages. Parature for Facebook will enable organizations to be where their customers are to engage in conversations – that are going on with or without them – and to deliver quality support directly from their company’s Facebook fan page. When Parature for Facebook is installed, organizations can monitor their Facebook wall conversations, posts and comments in real time, gaining a whole new level of customer visibility and engagement. Parature customers can enable their fans to search their knowledgebase, submit tickets and chat with customer service agents directly from Facebook using Parature Customer Service software.(Parature )   News:    Virgin Media Rolls Out TOA Solution to Enhance Customer Service TOA Technologies and Virgin Media announced the deployment of TOA Technologies’ Software-as-a Service (SaaS) mobile workforce management solution to over 1000 field engineers responsible for home repairs. As part of a five-year commitment, Virgin Media is seeking to introduce more efficient and accurate management of its field force through better visibility and accurate scheduling of engineer visits. The ultimate goal is to improve customer satisfaction by narrowing customer appointment windows. (TOA )   Article:    Service Isn’t About Technology A wealth of information tools suggests the use of technology for customer relations. Ironically, customer service is about relationships not technology. Unfortunately relationships cannot be augmented with software and Internet tools. Nothing takes the place of direct contact and human interaction; our ancestral history is based on this. Further, communication is the single largest issue in customer service and it must be done without technology. So what then are the best methods for retaining clients without technology? They are simply people, procedures and property.(DestinationCRM )   Article:    The Three Secrets To Successful Sentiment Analysis Sentiment analysis is not new, just newly visible, generating excitement given the role solutions can play in making sense of social (and conventional) media and a range of other customer, consumer, and business information sources. Online, we’re inundated with survey and review requests; we’re encouraged to submit and select on subjective star ratings for hotels, restaurants, consumer goods; news searches are 'enhanced' with trend lines and with neat, simple, green-red-grey sentiment classifications. So what are the ingredients of compleat, full-circle sentiment analysis? (MyCustomer )   News:    MaaS Impact Lead Management Available on AppExchange MaaS Impact announced the availability of Lead Impact and Sales Insight on AppExchange from Salesforce.com. The applications facilitate Demand Generation Automation, i.e. applications that enable users to create email nurturing campaigns triggered by lead score and behavioral demographics. (MaaS Impact )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

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