Articles

What Is Customer-Centric Content Management?

Wednesday, December 20, 2006

Ann Rockley answers the question, What is Customer-Centric Content Management?, in this December 2006 article in The Rockley Report. Other articles in the issue include:

Who Wants What Your CM Puts Out?, by Bob Boiko
Six (Sigma) Reasons to Embrace Enterprise Content ...

Filed under: Content Management : Customer Support : Quality/Six Sigma

Customer Support Horrors: Verizon Reps Don’t Do Math

Monday, December 18, 2006

There’s been a lot of focus lately on improving customer-facing content. Managing the processes that govern such information is the purview of those who preach the customer-centric content management gospel. These professionals are busy. Very busy. Why? Because ...

Filed under: Customer Support : Mishaps and Mistakes

37signals Fails To Deliver The Customer Service They Offer

Friday, June 09, 2006

37signals makes some really useful web-based software tools. I thought several of their products were so useful I took time to explore their website to learn more. They tempted me with cool, elegantly designed interfaces, and an offer to “get in touch”. I tried to take ...

Filed under: Customer Support : Web Content Management : Mishaps and Mistakes

At Target.com “Customer Service” Remains a Mystery

Wednesday, June 07, 2006

Target.com is the online storefront for the popular discount brick-and-mortar retailer whose bullseye logo was recently deemed one of the most recognizable brands in the world. Unfortunately for online shoppers, finding a human being to assist you on the telephone at ...

Filed under: Customer Support : Mishaps and Mistakes : Taxonomy : Mishaps and Mistakes

International Web Support Sites: How Does Yours Stack Up?

Friday, September 16, 2005

How does your web site rank among the top sites internationally? Would you like to find out?

Localization Industry Standards Association (LISA) and The Association of Support Professionals (ASP) are collaborating to produce the first Year’s Ten Best International Web ...

Filed under: Content Management : Customer Support

2005 IT Marketing Trends Study

Wednesday, January 05, 2005

You can learn a lot about an industry by studying the marketing efforts of those attempting to sell products and services. That’s why I think the “2005 IT Marketing Trends Study” (conducted by BitPipe/Sam Whitmore Media) is an interesting source of information on IT ...

Filed under: Customer Support : IT Marketing

Support Professionals 2005 Salary Survey

Tuesday, January 04, 2005

Are your tech support salaries in line with current industry standards? To help provide you with data to answer this critical question, the Association of Support Professionals (ASP) conducts an annual support salary survey that provides the industry’s most detailed ...

Filed under: Content Management : Customer Support

1 2 >