by 6 people |
This is a lens with a difference!!! That is why it is unusually and remarkably christened; to make it stand out.
The core concept of this lens is to deal with the Strategic, Business, and Operational aspects of Interacting with your Customers. Hence Contact Centers are discussed in the context of how should you view and embrace technology - to gain maximum business benefits, and Exceed your expectations!!
Packed with Info-power, the Lens bridges the classic divide between Business Leaders and Technologists. And so, both should find the Lens very useful.
I also welcome queries at my personal email: rajas.daithankar@gmail.com
My Technorati ProfileCRM (Re) Defined: Focus on the First "C"
Get to know the big ticket issues CEOs are battling with. Be in their shoes and read on...
Managing multiple growth dimensions is the other challenge. CEOs need growth in:
- Top line to stay as the market leader
- Bottom line to cover the dividends and the salary hikes
- Workforce to manage financial growth ...
The best kept secret of the growth process?
If you as a CEO seek to fix the organization in isolation, then you are only partially right, and will therefore achieve but partial success. The real growth drivers are outside......
Curious to know more? Achieving Success in whatever you do, and Exceeding your expectations, is what this lens of mine is all about. But more specifically, to continue with the full text of the above teaser, click the "CRM (Re) Defined.." link in the CRM: Consultant's perspective section..
Peek of the Week
My Riffing Focus as of now
Feel free & generous with your comments... whole-hearted participation is the name of this game
- Communications Enabling Business Processes
- A quick take on the new advents in the Business Process Management space and how Communications technology can potentially revolutionize BPM!
- SIP: Leading Contact Centers beyond VoIP
- A take on the impact of VoIP on Contact Center operations; and how SIP will enhance the benefits of IP..
- Business of Customer Responsiveness
- Tips and pointers for business leaders, to embark on True Customer Responsiveness
- What exactly is CRM?
- Three letters, but together they generate so much debate and confusion in the business community. Click the above link and take a peek at what I think.
(This is an old classic, still retaining its position here..)
Operations focus: Expert Tips
Knowing that it pays to seek Expert help, ask the Experts
- Rajas responds on Service Level problem
- A small call center seeking help on setting appropriate Service Level objective. Rajas Daithankar, Avaya Certified Expert, offers to help.
- Rajas responds on Erlang formula
- Being questioned by his boss on the relevance of Erlang formula, one harried soul wants to know how to convince the boss. Rajas explains.
- Some common technical terms - through Rajas's lens
- A judicious mix of straightforward definitions, and perspective driven analyses. Rajas explains in the ICMI QueueTips section, though by some quirk of the web, this submission to ICMI has not been credited to his name.
- Service Level vs Occupancy : Inverse relationship
- The query is about the curious relationship between Service Level and Occupancy. Using examples and past replies, Rajas attempts to extablish linkages in his characteristic style.
- Can you forecast AHT based on tenure?
- An interesting topic at best and a perplexing issue for an outsourcer. But is AHT the crux of the problem? Find out with Rajas.
- Quality Monitoring: through the lens of Rajas
- An innocuous query asking for almost everything related to call monitoring. Useful tips from Rajas to set off the inquirer in the right direction.
CRM: Consultant's perspective
Business impact of Interaction CRM: Rajas Daithankar's musings & insights
Get the big picture of the Strategic & Business impact of CRM. Startling thoughts on 'Technology side' for the Business Leaders, and core 'Business WHYs' for the Technology folks to bridge the classic divide between the two sides..
Fetching RSS feed... please stand byDid my lens magnify?
Solicit your feedback to enable me to constantly improve
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Reply
- Rajas Rajas Aug 6, 2006 @ 8:03 am
- Thanks Heath! Those were valuable suggestions during early days.. My lens then was like a raw crystal Heath spotted, which I have tried giving a better shape after the feedback. Of course my polishing continues if and when you all comment on my efforts - objective is alwyas to MAGnify!!! Blurb on...
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Reply
- heathrow heathrow Jun 13, 2006 @ 12:52 pm
- This is a great start! What are your favorite CRM web sites? Where can I go for the best CRM news? What are the best CRM books? What do you recommend I explore?
Favorites Corner
More on "Customer" Relationship Management
- My favorite link for everything CRM
- Insightful information on CRM & Contact Centers. Tip: Use the Page Jump (at the welcome page bottom) to go to "Consultants Corner" first.
"Executive Interviews" in Columns section is a must-see: Get C-Level views on various topics.
Then you are free to surf useful Whitepapers, Case studies etc... Start browsing... - News from the Contact Center Industry
- What's happening in the world of Contact Centers
- Benchmarking - Information and resources
- Interested in a free assessment of your contact center? The site offers a quick reality check. Pioneered by Dr. Jon Anton of Purdue University, Benchmarkportal provides benchmarking services to the contact center industry.
- A mass awakening to improve Customer Service
- A startling revelation, this site by Paul M. English. With a goal to improve the quality of phone support in the US, this free site contains a sizeable database of Customer Service organizations & instructions on how to 'beat their IVR'...
- Tom Vander Well on Quality
- Tom gives us deep insights into Call Center quality assessment. Excellent resource & practical tips for hands-on Operations folks.
- Customer Service Feeds
- This innovative lens is easily one of the top information sources on Customer Service. Tom Peters, Seth Godin and other leading thinkers/commentators come under this unique creation of my friend Leo Romero.
CRM Titles to pick from
Business School Essentials for Call Center Leaders
An essential from Maggie Klenke - spot on for relating Business to the Customer; the Business of running a successful Contact Center
Amazon Price: $39.95 (as of 11/23/2009) 
Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right!
Discover the power of 'Customer Experience' - Lior is the master spellcaster as he continues to build on the Customer Experience theme he "invented" years ago.. You will not leave the book before learning how to spell CEM..!
Amazon Price: $27.95 (as of 11/23/2009)
Unleashing the Ideavirus
I first came across Seth Godin through Avaya - "Is your Contact Center a powerful brand experience?". From there on I was hooked... on to Ideavirus that really infected me, and inspired me to create this lens. If you want to spread some viruses of your own, this book is the starting line for you!
Amazon Price: (as of 11/23/2009)
The Experience! How to Wow Your Customers and Create a Passionate Workplace
What's happening to the Customers - learn from Lior how important is the Customer to your business as you read this story...
Amazon Price: $24.95 (as of 11/23/2009)
by Rajas
Hello earth-dwellers (and others too)..!!
My name is Rajas Daithankar. Presently working in Sydney, Australia; I'm a BE, MBA and consider myself as a...
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