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Copyright © 2006 DB Kay & Associates. All Rights Reserved. |
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The
witty and irreverent Chip Bell uses anecdotes and humor to make a serious
point: it's not enough for customers
to be satisfied, they need to love your company.
While not as scholarly as the Frederick Reichheld books below,
Customer Love is a good read and provides compelling examples of
"love-inducing" practices. Chip
Bell's
website has his full list of products and
services. |
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In
these two books, Frederick Reichheld provides compelling evidence and
analysis to quantify the business value of customer loyalty. In many cases, loyalty is the single most
important factor in predicting the relative profitability of companies in a
given industry, and these books show why.
As with the pair from Kaplan and Norton above, the first book (The
Loyalty Effect) focuses on the theory of customer loyalty and the second
(Loyalty Rules) fills in the picture with case studies. More
information is available at the
Loyalty Rules! website. |
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Ask
any technology marketing executive to tell you which business book she would
take on a desert island, and the answer is likely to be Geoffrey Moore's
classic Crossing the Chasm. For
support professionals, the most important message is that customers buy a
whole product that includes what your organization does. This means that support isn't a back-line
process; it's a key part of the product value proposition. The Balanced Scorecard for Customer Support
helps measure this value. Moore's
work is carried on by
The Chasm Group. |
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These
books outline the core model on which our Balanced Scorecard for Customer
Support whitepaper is based. The Balanced Scorecard explains the fundamentals
of the Scorecard methodology, while the Strategy-Focused Organization
illustrates the process at work through case studies. Additional
information is available at the
Balanced
Scorecard Collaborative website. |
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Whitepapers |
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Books |
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The
Business Case for Real Time Resolution -
NEW The discussion outlines the key ROI
drivers for remote support. It then examines the opportunity for new
offerings enabled through real-time problem resolution, and lists key
technology requirements for making it work. In the process, it contrasts the
real-time approach with legacy technology and general-purpose
subscription-based solutions. Allowing service providers to
securely, scalable, and cost-effectively manage distributed installations
around the world. The principles outlined in this paper
are practiced by leaders who have lowered costs, shortened time to
resolution, and increased customer satisfaction.
Show, Don’t Tell, Remote Support Best Practices and
Benefits Learn about best practices in
implementing remote support: best practice know-how in remote support.
Delivering
The On-Site Experience Remotely, Best Practices for
Delivering Remote Support from IT Help Desks Discover remote access opportunities by reviewing the best practices that have
emerged for maximizing the business benefits of remote access.
The New Imperatives
for Customer Support A Best Practices Benchmarking Study Emerging
best practices for problem resolution the first systematic application of the
BSC to customer support.
Learn
how to apply the Balanced Scorecard to problem resolution. A
first systematic application of the BSC to customer support. |
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Strategic Consulting for Next-Generation Customer SupportSM |
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Podcasts, Whitepapers, Industry Resources, and Books |
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Podcasts |
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Listening
to a Podcast presentation is convenient and simple. . . It’s a great way to keep up with the
fast-paced subject of knowledge management and it’s as easy as 1-2-3! To
subscribe to Support Knowledge and start listening, follow these steps: http://www.apple.com/itunes/download/
(Windows or Mac.) |
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Industry Resources |
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The Adaptive Organization of Change Case studies developed
by DB Kay & Associates for the Consortium for Service Innovation.
National Instruments Developer Exchange Guiding NI
to resolve: · Broad
community of highly technical, sophisticated, and demanding customers · One-to-one
support incidents expensive, not leveraged Complex Support Environment Helping
Novell overcome challenges of: · Diverse community of highly technical, sophisticated,
and demanding customers · Very large user base and dynamic environment makes
support cost control a priority |
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This
is a rare book: both easy to read and absolutely loaded with useful
information, from anecdotes to tips to rigorously presented formal concepts
to usable statistics. Our industry uses surveys frequently; this book shows
how much better we could be at it. Highly recommended. |
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Collective Wisdom is the first
book on knowledge management for the support industry. It covers all
aspects of knowledge management in support centers including staffing,
processes, change management, tools, and metrics. It uses case studies to
illustrate best practices for self-service, just-in-time knowledge transfer,
and knowledge base quality. It’s a pragmatic guide for those who want to apply
proven knowledge management techniques to drive down the cost of service
delivery while improving customer satisfaction.
Buy Now. |