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The One Thing You Need to Know: A Personal Interview with Marcus
Buckingham
First, Marcus Buckingham told you to break all the rules. Next,
he predicted that a strengths revolution would change the way organizations
work and prosper. And in his latest book, The One Thing You Need
to Know About Great Managing, Great Leading and Sustained Individual
Success, he dispenses some pretty revolutionary advice: find out
what you don’t like doing and stop doing it. It sounds simple enough...
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Dealing with Darwin: A Personal Interview with Geoffrey Moore By
Cinda Daly
Every five years or so, it seems, the balance of power in business
shifts, and a new set of frameworks is needed to bring the new realities
into focus…Now as we enter the latter half of the decade, yet another
set of new issues confront us. The great growth market opportunities
have been transplanted to Asia and with them local economic advantage
as well. Moreover, offers incubated in low-cost economies can be
expected to disrupt business models in established markets. How
can today’s leading enterprises compete successfully for revenues
and profits in a globalized, commoditized, deregulated marketplace?
That is the question Dealing with Darwin seeks to answer. |
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What’s on the ITIL Service Management Horizon?: A Personal Interview
with Robert Stroud
Every five years or so, it seems, the balance of power in business
shifts, and a new set of frameworks is needed to bring the new realities
into focus…Now as we enter the latter half of the decade, yet another
set of new issues confront us. The great growth market opportunities
have been transplanted to Asia and with them local economic advantage
as well. Moreover, offers incubated in low-cost economies can be
expected to disrupt business models in established markets. How
can today’s leading enterprises compete successfully for revenues
and profits in a globalized, commoditized, deregulated marketplace?
That is the question Dealing with Darwin seeks to answer. |
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Speaking from Experience: A Personal Interview with George Walther
by Cinda Daly
Companies worldwide have invested time, energy, and new technology
into continuous improvement projects in their call centers. Yet,
a commonly held opinion is that customer service continues to go
from bad to worse. One has to ponder long and hard to come up with
examples of outstanding service. Grumbling about rudeness or IVRs
to nowhere or uninformed service reps abound. Can it get any better
than this? |
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Managing Complex Support Issues: A Personal Interview with Arun
Shukla
Technical support folks feel quite comfortable solving customer
problems as long as the problems are about identified fish in known
waters. Put them in situations where they lack knowledge and experience,
and they are like fish out of water. Effective troubleshooting becomes
a probability game, a firefight, a best guess solution, an escalated
issue attached to an irate customer. Mix in multiple platforms,
multiple versions, multiple technologies, and there will be more
and more situations where help desk analysts will find themselves
out of water—on the barren desert, perhaps. |
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