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Bettering the Customer Experience . . .
The Customer, the Missing CEO, and the Miracle That Will Not Happen
Does your company have executive sponsorship of key customer relationships. "I can't see our CEO even thinking about such sponsorship. I can't see him hopping on a plane to our top clients." This response, unfortunately, is not uncommon. We see the same pattern with companies around the world. The CEO makes a big declaration about the importance of a customer strategy, and then disappears. The customer strategy at this point is assigned to midlevel managers, who are supposed to come back with a bullet-proof, financially justified strategy that will differentiate the company in the marketplace. And, of course, generate immediate profits for the next quarter. The CEO will then emerge, after multiple VPs have reviewed and tweaked the new strategy, to bless the new strategy in a public way. . . . read more >>
SAP to Expand Cloud Presence With Acquisition of Ariba
SAP AG has entered into an agreement to acquire Ariba, a cloud-based business commerce network, for $45.00 per share, representing an enterprise value of approximately $4.3 billion. The acquisition will combine Ariba’s buyer-seller collaboration network with SAP’s customer base to create new models for business-to-business collaboration in the cloud. . . . read more >>
Seven Customer Service Rules from Richard Branson, CEO of Virgin
Sir Richard Branson, CEO of Virgin, is known for success and customer service. Branson owns over four hundred companies and is estimated to be worth $4.2 billion dollars. Now in his sixties, Branson’s business ventures range from airlines, telecommunications, formula one, cosmetics and space exploration just to name a few. What’s not well known is Branson’s keen eye for customer service success. . . . read more >>
Pegasystems Drives New Efficiencies in Health Care Coordination
Amerigroup Corporation has significantly increased its claims first-pass rate within just three months of deploying Pega Claims Repair, and is on track for higher efficiencies in the near future. Amerigroup, a Fortune 500 company, coordinates health care services for more than 2 million individuals across 12 states in publicly funded healthcare programs such as Medicaid, Medicare and Children's Health Insurance Program (CHIP). . . . read more >>
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