Customer Interactions

MARCH 27, 2011

'It’s hard enough winning a video system project. But what’s even tougher is turning a profit on one. There are many factors contributing to margin erosion. I’ve heard professional system integrators declare that although they won a big name account, they had to nearly "buy the business." And at the end of the day, they were shocked at the number of visits and fixes they had to apply.

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Education Accountability Technology 29

Brad Cleveland Blog

MARCH 15, 2011

Given the current economic challenges, it’s an important time to revisit your customer access strategy, and ensure that it is finely tuned to support your organization’s brand and your customers’ needs. All nine components should be up for discussion: Customers: How your customers are segmented and served according to their unique needs.

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Service level Call Center Customer Service 20

Customer Interactions

MARCH 20, 2011

'When you hear the terms ‘Situation Management,’ ‘PSIM’ or ‘Physical Security Information Management,’ what comes to mind? You might say “security.” But at the end of the day, this technology has applications way beyond security. Recently, I sat down with Jacob Fox, Vice President of Security Solutions Management for NICE Systems to talk about how other types of operations can benefit from Situation Management.

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Management Technology 28

Customer Interactions

MARCH 13, 2011

'In everyday life, we often consider the long-term consequences of our decisions, as well as the immediate obvious effects. Take purchasing a car for example. If one car costs $18,000, but another priced at $22,000 has a far better consumer report rating and exceptional fuel economy, we might weigh our desire to save money up front against the cost of driving the car down the road.

Government 28

Government outsourcing Accountability Analytics 28

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Customer Interactions

MARCH 6, 2011

'A Q&A interview with Situation Management Pioneer Jacob Fox. A recent article in Security Director News “spilled the beef” on a January 4th incident at the Port of Houston. According to the article, “a 300,000-gallon tank filled with animal fat broke open, leaking an estimated 15,000 gallons of beef fat into the Houston Ship Channel.

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Management Marketing Technology 28