7 principles of stuff-raising

They call it an Impact Tour. You board a yellow school bus, which takes you to one of the many places funded in part by the United Way. Today, our destination was the Stevenson Children's Camp, just outside of London,…

5 ways IT can think like the business

"What will it take to get you into this new ERP software"? As an IT industry, we sell what we know. From the perspective of the business, we sound like used car salesman. For years the industry has aspired to…

Fly your project team in formation

The project is off the rails. There goal was to migrate a service from an old platform to a new one, but at 70% done, the performance of the new system isn't satisfactory, and there are key functional gaps. Smart…

Improve your products with a story

Sometimes, product quality problems just look like numbers.  As a Customer Support professional, you probably don't feel this way, since all of that time immersed with customers in real world scenarios creates a unique and powerful perspective that gives meaning…

12 steps to converting a customer crisis into loyalty

Your customer is furious.  They have a critical business dependency on your product, and some glitch has degraded it or taken it completely out of service.   They turn to you, and the technical support team, to make things right.  Fix…