Monthly Archives: March, 2012
What Trends Will Impact the Future of Customer Service?
I was recently asked this question during an interview with Jason Redlus, managing member and founder of the Argyle Executive Forum. We had a nice discussion about customer service organizations and the way they manage their information, knowledge, and people. Our conversation around the future of customer service touched on so many different, salient points [...]
Conversation with SunGard K-12 Education VP of Customer Support Operations
SunGard, with annual revenues of about $4.5 billion, is the largest privately held software and services company; it serves approximately 25,000 customers in more than 70 countries, SunGard’s K-12 Education segment is a category- leader and serves more than 8 million students. I recently met with our customer Keith Gingrich, who leads customer support operations [...]
Executives Report Customer Centricity Drives Revenue Yet Major Barriers Stand in the Way
Customers are the lifeblood of every organization. And yet most don’t know enough about their customers, their interactions, their preferences, what they’ve said across social channels, if they are happy, or if they are thinking about defecting to the competition, and why. It’s not due to lack of trying. Companies are struggling to become nimble [...]
The Consumerization of the B2B Website
Like many busy professionals, I shop online. Recently I’ve noticed those items I’ve looked at on, for example, the Neiman Marcus website follow me around the internet as I surf for information related to my work. This doesn’t work for me. The context is all wrong. I am not shopping for shoes while I am [...]