Gartner Blog Network

Posts from Date:   2009-2

Use this time to improve customer service.

by Michael Maoz  |  February 25, 2009

Much of the last ten years we have driven down the cost of customer service with almost no inkling of the impact it has had on customer loyalty and retention. Now that the economy is shaky I am getting asked on how to cut costs even more, but rarely is anyone measuring the full picture […]

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Find a project to lower costs and get to work.

by Michael Maoz  |  February 19, 2009

One of my favorite quotes is from Douglas Adams (of the Hitchhiker’s Guide) who wrote, “There is a theory which states that if ever anybody discovers exactly what the Universe is for and why it is here, it will instantly disappear and be replaced by something even more bizarre and inexplicable. There is another theory […]

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CIOs risk a .Nyet innovation implosion.

by Michael Maoz  |  February 6, 2009

Business after business appears to be retreating from any customer process improvement that is not either already underway, tied to regulations, or focused on cost reduction. OK, it is corny to say .Nyet. But our clients that work on customer service projects are hearing a lot of “no,” whatever the language. And the large software […]

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