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Posted on January 12, 2009

Solving the WHYDFMT Problem in Customer Service

Come on, say it out loud three times real fast.  Solving the WHYDFMT problem in Customer Service, solving the… forget it.  Quite a mouthful, ain’t it?  Alas, this is the quintessential problem of customer service and the one you need to tackle.  Forget channels, and feedback, and measurement and all that stuff.  That is secondary.  …

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Posted on January 9, 2009

Forget Parallel Computing…The Money is in Parallel Servicing

I know this will be hard to believe – but I am a nerd, a geek, a lover of all things technology.  Why, in the old days when Windows 3.x was just beginning I made a few extra dollars building computers from spare part for fellow students (hey, it was way cheaper and popular back …

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Posted on December 16, 2008

Shifting Priorities, or How to Become a Customer-Driven Organization

So, how tired are you of hearing me — what’s the right word here… oh yeah — “emphasize” the need for customer centricity?  I wrote about it before in this blog, and I wrote and preached about it for over seven years at Gartner.  It was almost like a battle-call, each time I talked to …

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Posted on November 20, 2008

ROI for CEM? NWJ (No Way Jose)!

First things first: I don’t have a set formula for calculating a ROI on CEM.  Are you still with me?  Good… because what I do have is better than a formula – I have a method.  A method we used several times before, and it has proven to be successful.  So, if you are interested …

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Posted on November 14, 2008

Customer Service is Dead — Long Live Community Service!

I have had lots of requests lately dealing with social media, and how to make good use of this for Customer Service and CRM – even broadening the scope into the entire enterprise.  Of course, this is related to the “explosion” in twitter, plurk, Facebook, blogging and related tools.  But, is there something else there? …

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Posted on November 11, 2008

Welcome to the Real World, Neo

Yeah, yeah, yeah.  I’ll admit it – I love”The Matrix” (not the sequels as much as the original).  It can be used in so many ways to explain technologies and trends.  I am not talking about the aesthetics of “bullet time”, nor whether it could possibly exist.  I am talking about the actual world where …

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Posted on November 7, 2008

It is All About the Experience, You Know?

While I was at Gartner I wrote a lot about Customer Experience Management (CEM).  I mean a whole lot.  I co-wrote a guide to doing CEM with Ed Thompson (if you have a Gartner account, you just have to read what he writes – and if you can make it to one of his presentations, …

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Posted on November 5, 2008

Using Email for Customer Service? Here’s How to do it Well

I must confess, I created most of the content for this post for a presentation I did at the last SSPA conference in Vegas. It was a very interesting conference to be honest.  I was afraid no one was going to be at my presentation, but I ended up with standing-room only, and lots of …

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Posted on November 3, 2008

The Evil Lies in Properly Calculated Customer Maintenance Costs

(Part 3 of 3) Part 1 – Is it Really More Expensive to Get New Customers? Part 2- Segmented Customer Acquisition Costs Saves the Day OK, on the final part of this three part series – how to calculate your customer maintenance costs.  Yes, this is the longest one as far as the number of …

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Posted on October 30, 2008

Segmented Customer Acquisition Costs Save the Day

(Part 2 of 3) Part 1 – Is It Really More Expensive to Get New Customers? Well, I hope you have read the previous entry in the series, if you have not – follow the link above and read it.  Yes, it is necessary to set the proper background for this one. Let’s dig a …

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