Monthly Archives: May, 2012
Survey says…what? Why customer surveys may not be the best approach
Customer Experience management is all the buzz now a days. The good news is that companies seem to be more and more genuine about paying attention to their clients’ needs. But are they taking the right approach of measuring their experiences through surveys? In the late 90’s, the internet started to change the way people [...]
In Pursuit of Customer Relationship Insight
As those with significant others can attest, and those in the customer service business know, relationships are never mastered – they’re constantly changing, growing and evolving over time. This week, we are thrilled to announce a CODiE Award win for Best Relationship Management Solution – our third CODiE in four years – by the Software [...]
Let us know if this has ever happened to you – “I just wasted how much time?” or “What do you mean this already exists?”
Let’s face it. The more data available to your company, the less you know what you think you know. Sound strange? Just think about it…and perhaps consider your own experience. Let’s say you are an engineer or product developer for a mid-sized company. Say the company has been around for 30 years, creates complex products [...]
Customer-Centricity and Information Availability – The Necessity of Innovation
We’ve all heard the expression “necessity is the mother of invention.” In today’s day and age of digital engagement and the rapid pace of change in which we all live, this statement couldn’t be more true. Today’s consumers do not want to wait. There is a need for immediate satisfaction which means proprietors need to [...]
From Knowledge to Insight to Innovation: A Science & Engineering Success Story
If you ask any executive within an engineering and development organization what their biggest asset is, you’d most likely get the same answer – knowledge. Knowledge contained within systems and within people is what keeps them competitive, innovative and unique. When accessed and shared across teams, geographies, departmental silos, and even after someone has left [...]