Why do Knowledge Management Initiatives Fail?

The early results from my annual member technology survey are in, and while it appears that overall spending is definitely down this year, companies continue to make investments in technology with proven ROI. One of those bright spots is knowledge management (agent facing and customer facing knowledgebases, search technology), with strong 2009 spending planned. [...]

Worthy goal: merging B2C and B2B customer lists

I received a really interesting inquiry recently from an SSPA member regarding best practices for identifying when a consumer customer deserves special treatment because they are a VIP on a corporate account.  Though this is a potential issue for a growing number of firms, it turns out few companies have procedures in place to address [...]

Ensure Customer Data Privacy Compliance with UCF

As tech companies expand into new industries and geographies looking for new revenue streams, I have started receiving a lot of compliance questions…and I don’t usually have a good answer.  Questions include: 

My TSEs need to start taking credit card numbers, what is involved in PCI compliance?
We are expanding to Europe or Asia next year, what [...]

Green Field Service: Eliminate Onsite Visits and Cut Fleet Mileage

Last Fall in preparation for the Recognized Innovator Awards: Green Edition I blogged about Green Service and Support.  I hosted a panel discussion on the topic at our Vegas conference, and have had some very supportive comments and emails from members of all three associations (AFSMI, SSPA and TPSA) about my coverage of the topic.
This [...]

AFSMI/SSPA/TPSA 2009 Member Technology Survey: Please Complete!

Each year I conduct surveys of our community member companies to find out what service and support technology they are using, how satisfied they are with it, and where they intend to make incremental investments over the next year. The survey data is very important to our association ecosystems, it helps:

Members. Companies can see [...]