The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
The decision to transform a company, to recode its essential DNA for customer centricity, is not something to be considered lightly. The shift is not about changing what you do or merely improving how fast you do it for your customers; true customer centricity begins with the very definition of who you are and why as a company. The effects of such a profound reinvention of company identity necessarily will be global, touching every aspect and level of the organization's strategy, process, people and technology. If the change is real, movement will be seen in the perceived value of both the skill sets and knowledge of the individuals themselves and in how people are organized and deployed within the firm.

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