…and it’s only the Second Year into the Teens…

Categories: BPM, Business, CRM, IT Industry, Markets, Social
…and it’s only the Second Year into the Teens…
Tweet   You might find this funny, and maybe even somewhat disjointed in logic, but the IT industry after all these years, is now going through its teen years and it appears to have all the makings of ‘teenage’ as we know it. Even if 2014 is only its second year, the anxiety, the tension […]

Challenging the Status Quo….

Categories: BPM, Business, Change Management, CRM
Challenging the Status Quo….
Tweet Updated and republished. Craig Reid posted a great write-up about customer on-boarding this week that I think is a good read covering some of the usual issues plaguing the old customer on-boarding process. Tweet

Leverage BPM to Kill the Silos. In Your Mind.

Categories: BPM, CRM, IT Industry
Leverage BPM to Kill the Silos. In Your Mind.
Tweet   Even as the enterprise IT landscape evolved over the past decades, markets, economy, and technology forces have affected key considerations that dominate and influence annual IT budgets. The nature and the unique mix of these forces, in any given year, have correspondingly triggered a rather unique set of influencers shaping IT budgets. We […]

Great Customer Service: Sometimes it is YOU

Categories: BPM, Business, CRM
Great Customer Service: Sometimes it is YOU
Tweet   Last week work beamed me to Chennai in Southern India, a city where I was born and had also spent a large part of my childhood. Work has taken me to Chennai often and I am usually booked at a hotel that is not far from where I lived as a kid. The hotel […]

Process comes before a smile in customer service

Categories: BPM, Business, CRM, IT Industry
Process comes before a smile in customer service
Tweet   When we are at the receiving end of poor customer service, it unfailingly ticks us off. Tweet

Growing Out of Social Media Misconceptions

Categories: BPM, CRM, IT Industry
Growing Out of Social Media Misconceptions
Tweet   I read this rather interesting piece on Knowledge@Wharton, titled Is Business-centric Social Networking a Revolution — or a Ruse? The Article discusses Social Networking adoption in the enterprise. Tweet

Who Is the Boss in Social #BPM – You or your Customer?

Categories: BPM, Business, CRM, Performance Management
Who Is the Boss in Social #BPM – You or your Customer?
Tweet How will social BPM affect your customer? The possibilities that Social concepts lend to BPM are interesting. Doug Mow used the the right words – Tweet

BPM and Twitter – Tweeting to BPM

Categories: BPM, CRM
BPM and Twitter – Tweeting to BPM
Tweet Updated. A few weeks back, this post of Dr.Natalie provoked several threads of thought on the growing influence of Social Media in business. Besides the obvious benefits of Social Media in Marketing, the biggest benefit from applying Social Media in business is arguably from the customer service function. Tweet

Customer Support, How Can We Help You?

Categories: Business, CRM, IT Industry
Customer Support, How Can We Help You?
Tweet An endless number and combinations of technologies are available for organizations to use, woo and win  customers and then keep them happy. There is even a spate of emerging technologies – like Enterprise 2.0, that is going to be immensely valuable in this. Tweet

A Waste Or A Necessary Evil?

Categories: BPM, Business, CRM, IT Industry
A Waste Or A Necessary Evil?
Tweet There is an exercise common to IT service companies that is so very critical that its importance can never be over-emphasised. It brings together the best effort of people from different departments, different roles, different levels and can make a big difference to the course an organization takes. Tweet

Unlock that Revenue Hiding In Your Processes!

Categories: BPM, CRM, IT Industry, Performance Management
Unlock that Revenue Hiding In Your Processes!
The failure rate of software implementations involving CRM has always been a cause of concern for both vendors as well as buyers. What makes a CRM implementation successful? How can an organization ensure ROI beyond expectations? In tough markets, how can organizaitons be sure to impact topline throught investments in CRM?

Recentcomments

    • Harsimran: Good one.. Please share some links of the failure...
    • Shep Hyken: No matter how nice people are, if the process they are...
    • Jo Richardson: Jai, great to spend some time with you too –...
    • Felix: Wow.Thoroughly enjoyed this post!
    • Taran Soodan: This is a great article about the importance of the...
    • Taran Soodan: This is a great article about the importance of the...
    • Taran Soodan: This is a great article about how process...
    • Ramanpal: Well written article specially for me as someone who has...

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