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Industry Articles
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Seven Tips to Keep Your Projects on Track
by Rekha Narayan, SEI Information Technology Controlling and managing scope change, sometimes known as scope creep, is critical to the success of any project. Changes in scope can significantly impact the cost, schedule, risks, and quality of the entire effort. Your ability to manage, limit, and document the changes also affects your organization’s ability to support those projects.
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Loud and Unhappy Customers Can Be Your Best Friends
by John Dunleavy Conventional wisdom says, “no news is good news.” When it comes to the business of customer service and support, this isn’t always a good axiom by which to operate. Many times, your loud and unhappy customers are also your most ferocious supporters within their companies and the general business community.
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Structuring and Managing your Partnership with an Outsourcer
by Kristin Robertson, KR Consulting, Inc. We’ve all been told, “The Customer is always right.” While I appreciate the intent of this phrase – the customer always deserves respect, courtesy and your best professional behavior – I disagree with the literal interpretation. In the real-world, the customer is NOT always right. There are times when the customer is wrong and as a manager in the support organization, you’re going to have to handle situations in which you’ll need to console the customer and support your support rep or risk losing both.
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Customer Satisfaction Measurement Best Practices: Using Online Survey and Feedback Tools Throughout the Entire Support Continuum To Enhance Customer Loyalty
by Lynne Taddeo, Program Manager, Customer Experience - Expedia, Inc., &
Brett Tucker, Client Services Manager- NetReflector, Inc. According to Gartner, 95% of enterprises discover the cause of a customer’s defection only after it’s too late. With 550,000 telephone and email support inquiries each month, Expedia knows a company needs to consider its support function as a strategic advantage to ensure high customer loyalty. By integrating the customer’s voice into its internal processes, Expedia shows how a company can stay in touch with its customers' needs, attitudes, and preferences in real time, and turn them into long-term sources of recurring revenue.
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Take it From the Top: Performance Optimization in the Support Center
by Michelle Diedrich, Vice-President, Marketing, AIM Technology According to the SSPA Support Industry Benchmark Study, 21% of support organizations directly report to the CEO. 44.7% of support organizations are run as profit and loss centers and the average revenue contribution of support to the bottom line is 22%. Learn how to make your support center a strategic focus in the executive’s mind and how performance optimization in the support center is the key to connecting to the enterprise.
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