OUR TAKE -  The Solitary Veto     Recent Editions of CRMAdvocate 05.28.10    Who Controls the Game? 05.27.10    Jidoka and the "Red Button" 05.26.10    Can Your CCO Push the Red Button? 05.25.10    CCO - Authority or Influence? 05.24.10    The CCO Position Plan 05.21.10    CCOs Advocate Change Lasting Impressions: Success seems to be connected with action. Successful people keep moving. They make mistakes, but they don't quit. - Conrad Hilton The discussion on the true authority of the Chief Customer Officer (CCO) has been fascinating. It has brought up many interesting questions? Who controls the game? Can your CCO push the red button? How do others view the CCO?   It all comes down to this: Does the CCO and/or any other person in the organization have the ability to be a true customer advocate? One CRMAdvocate reader responded, "While I honestly believe I would have that veto power, it would also be hard to believe that it would be a solitary veto."   Could these words have been uttered in your organization? Do many people hope and wish they had the ability to be the customer advocate but remain silent because they really don't know if they have the power of the solitary veto?   Do sub-standard events propagate in your organization because no one feels they have the power - the solitary veto - to stop it from reaching the customer? What's your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive     Cool CRM                     NEW IN CRM   Article:    Book Excerpt: The Tribal Experience A stressed-out customer calls into a flower shop. “I need you to ship a dozen roses right now to this address,” he demands, rattling off the address and his credit-card number. The customer service rep pauses before replying. “Sir,” she says kindly, “can you tell me why you’re stressed?” The customer blurts out the true circumstances: “I forgot my anniversary yesterday. My wife isn’t talking to me, so I’m sending roses to see if she’ll forgive me. “I’m truly sorry about what happened,” the agent says. “Here’s what I’d like to do: With your permission, when we send the roses, I’ll write a note saying that we apologize for shipping the flowers to the wrong address yesterday. And I’ll add a small box of chocolates. Will that work for you?”(DestinationCRM )   News:    Pegasystems Launches Know Your Customer Solution Pegasystems launched its Know Your Customer (KYC) solution, built on its SmartBPM® Suite, to enable banking and insurance organizations to better manage their client on-boarding processes and ensure compliance to complex global regulatory requirements. By automating Know Your Customer regulatory requirements that are specific to different global jurisdictions, customers and products, the new Pegasystems solution will enable organizations to achieve 100 percent regulatory compliance, while also improving customer service levels by accelerating the on-boarding process by up to 70 percent. The KYC solution provides a common platform, allowing for specialization by country, line of business and product-specific KYC and enhanced due diligence compliance requirements. The solution reduces manual processing, repetition of document requests, while managing risk dynamically, resulting in a significant reduction in operational risk while improving customer experience.(Pegasystems )   News:    BroadVision Gives Businesses a Social "Place of Their Own" BroadVision announced the launch of Clearvale, a "networks of networks" for the social enterprise. In beta for the past 10 months, Clearvale provides businesses with the rules, tools, and infrastructure to create enterprise social networks, while creating a more meaningful presence on the open, social Web. More than 4,000 organizations around the globe are already conducting business in Clearvale -- engaging with staff, partners, and customers in an open, navigable Web-based environment.(Broadvision )   News:    Western Power Gains Revenue Control With Oracle Customer Care Western Power, an electricity network corporation owned by the Western Australian Government, implemented Oracle Utilities Customer Care and Billing as an independent billing system to enable the company to manage network charges and bill retailers directly. Recently, the disaggregation of the Western Australian electricity market separated Western Power into two organizations -- a network operator (still called Western Power) and a retail arm (now Synergy). As the network operator, Western Power must produce accurate and auditable consumer billing and retailer reconciliation, detailing how much power -- and associated cost -- each retailer's customers have used. (Oracle )   Article:    Top Five Strategic Planning Tips for Today’s Contact Centers As organizations embrace a renewed focus on customer retention in light of today’s economic climate, their contact center staffing capacity models—designed to meet volume and demand—may be at risk of falling further down the priority list. And what most companies don’t realize is it can actually help manage costs and improve operational efficiencies in uncontrollable times. Strategic planning supports enterprise-wide forecasting by projecting staffing needs down to the activity or position level. It looks out over longer horizons, taking into consideration activity levels spanning months or even years into the future. Even more importantly, it can make the difference between deciding how many more agents are required to handle seasonal spikes and determining if you need agents at all.(Contact Professional )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

Copyright (c) 2010 CRMAdvocate - 14059 Old Mill Circle, Carmel, IN 46032 (+1 317.810.9585)   All Rights Reserved.   Privacy Policy