OUR TAKE -  Does Your Service System Bring Out the Best?     Recent Editions of CRMAdvocate 08.12.10    Thanks for the Ride 08.11.10    Empowered Self-Service Options 08.09.10    Change Your Own Seat 08.06.10    The Best Policy 08.05.10    Expectations Re-Set 08.02.10    Transparency - Not for Sale Lasting Impressions: I have never in my life learned anything from any man who agreed with me. - Dudley Field Malone My focus on the actions of the unruly passenger in yesterday's column about Mr. Slater's famous, "Thanks for the great ride" slide into the spotlight was not meant to justify the rogue actions of the flight attendant. After all, two wrongs don't make a right. Thanks mother for that one!   Consider these responses from select CRMAdvocate readers. Could this be a catalyst for change? One reader wrote: "This isn't a blame issue but rather an opportunity for all parties to act in a mature manner to identify and address the underlying stresses, honestly."   Another added, "If the number one job of the flight attendant is safety wouldn't you say this flight attendant abandoned his number one job to meet his personal needs? The other passengers on the airline were not only subjected to improper behavior of a fellow passenger but also subjected to the improper behavior of a member of the flight crew who abandoned his professional role in order to express his personal feelings."   And taking a higher view . . . "Not to exclude this unruly passenger -- and we've all seen them -- but do we design service systems that bring out the best or the worst in people?" Great questions for all to consider. . . . your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive     Cool CRM                     NEW IN CRM   News:    Five Mistakes To Avoid When Implementing Self-Service CRM Many customer support organizations consider self-service CRM to be a promising strategy for reducing the costs of customer service. Unfortunately for those organizations, self-service CRM doesn’t often meet those expectations. Investing in self-service technologies primarily to save money is one of the common mistakes that companies make, industry experts say. In fact, however, only about 20% of customer support calls are deflected by the availability of Web-based self-service, such as knowledge bases, user forums, or online scanning or configuration tools, according to a 2010 survey by The Association of Support Professionals (ASP). While 20% is much better than 0%, it’s not the result that many companies look for when investing in self-service. And that is really the first major mistake many companies make with a self-service implementation: having unrealistic expectations.(SearchCRM )   News:    Autonomy Extends Compliance Platform To Social Media Autonomy announced the availability of Autonomy Social Media Governance, a solution designed to monitor, govern, and protect organizations across social media channels. Rapid adoption of social media by employees, customers, advertisers, bloggers, and news organizations presents unique challenges to many organizations. Regulators recognize the influence and risks associated with these channels, and are starting to require organizations to actively monitor and govern employees’ social media interactions. For instance, FINRA (The Financial Industry Regulatory Authority) recently issued FINRA Regulatory Notice 10-06, which requires member firms to supervise and archive content posted to social media for business purposes. The Food and Drug Administration (FDA), Federal Trade Commission (FTC), and the National Futures Association (NFA) are also developing rules associated with the use of social media.(Autonomy etalk )   Article:    Going Viral: Social Media and Customer Service Any executives who don't think it's necessary for their businesses to have a customer service presence on social media need only to witness the $180 million fallout experienced by United Airlines in the wake of the YouTube video "United Breaks Guitars." With nearly 8.5 million views in 10 months, this video quickly became a cautionary tale for companies that are reluctant to acknowledge the impact social media can have on a business and slow to incorporate the medium into their customer service strategy. According to one report, 12 percent of consumers have posted on social media sites about a service experience, with the average post being viewed by 45 people.(DestinationCRM )   News:    Sagent Pharmaceuticals’ Sales Team Looks For Edge Sagent Pharmaceuticals®, a specialty pharmaceutical company will be added to the list of companies implementing StayinFront EdgeRx, an on-demand customer relationship management and analytics solution developed specifically for Life Sciences companies. Sagent will benefit from the features of StayinFront EdgeRx that include a rapid implementation, outsourced hosting services, automatic upgrades and web-based training. Sagent will also utilize StayinFront’s help desk to ensure the system is running optimally. (Stayinfront )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

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