Is your organization suffering from Enterprise Insight Deficit Disorder? There’s a good chance it is, and there’s an even better chance that lack of insight is hurting your company’s performance.
Enterprise Insight Deficit is caused primarily by hoards of information distributed among multiple IT and organizational silos and in social media, making actionable Insight challenging to attain. It’s a significant obstacle across the customer and product lifecycle—from R&D to customer service. Lack of insight negatively impacts customer service, engineering and sales teams from better serving customers, selling to their customers, and quickly innovating products and services.
In customer service, you might have noticed certain issues coming to light. Are customer service costs growing? Is customer satisfaction declining? Is customer self-service not deflecting as many issues from the call center as it should? Do your customers feel that your company doesn’t really “know” them and all their interactions with you and prior product/service purchases? Read more and comment »