The sheep will guide you home if you're lost (they're generally known as
followers but this one's obviously the black sheep of the family)
or....
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Page purpose: How could I
increase value at your enterprise? Apart from my competences, I can
propose several ways to maintain a competitive edge in the new economy.
Contact me if they interest you. |
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The Revised Call
Center/Help Desk
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What is a help desk or call center? I view a help desk as a frontline to the company. It
has a high contact with the client on many respects and should represent
what the company is. If you're selling smooth, reliable cars
that get the job done, your help desk should be the same. But a
help desk can be so much more.
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Why should I change it, and what can I do
if I decide
to? A small hypothesis: a car is a car (compare the cars in the
family saloon category for example). So where's the added value
gone? Into the services. A help desk is an important service
and provides huge added value. It is also one of your main customer
links but also can be a sales centre. Most customers phone, or email, with
a query or problem about a product. The help desk can solve this
query or resolve the problem, but why not sell the product needed there
and then? Or why not help the customer select an upgrade? If
you want to know more, contact me to discuss the proposition.
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| Will spending money on the service bring in the dollars?
It's a common myth (slowly dying) that spending money on the level of
service your customer receives both before and after a sale is not money
well spent. A lot of this is due to any report carried out on the
likely ROI of any customer service investment is not correctly
calculated. Quite often the benefits highlighted are a
reduction in overheads through automation, or some sort of
self-service. Improvement of customer service can achieve much more
than this. |
| So tell me the benefits of spending big bucks on
improving my service. Firstly, have a good look at the customers
you already have, find out who are bringing in the money. Ask them
why they keep coming back. There are certain industries where this
is not so easy, where perhaps the commodity up for grabs is more of a one
off rather than a repeat buy. But you may be able to find out why
those customers came to you in the first place. |
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The
e-business certification scheme
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What does this mean exactly? Universities provide e-business courses but do not
have access to current trends and the companies provide certificates that
are based too much on the technical abilities of their products.
This certificate would be different by supplying to universities a course
that would ultimately certify that the students have the mental ability to
work in the new economy but are fully versed in current technical trends.
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What would I provide and how would this benefit me?
Plenty of Universities are keen to jump on the band wagon,
they need a company that can provide them with real-life examples and
constantly evolving managerial styles/skills. What if you were the
company to provide such a course? You could teach the students how
to think in this fast paced world but provide a self-renewing course on
tools and management developments (trying of course to keep out
bias). Students would finish with an MBA from a reputable school,
but also a certificate of e-business competence from a reputable
company. The interest is you will have access to the best managers
of tomorrow before anyone else, and be paid for it. If you're
interested in this idea, let me know and maybe we can work on it together.
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