Welcome back, we are continuing our series on SIAM challenges - this week we're focusing on Strategy or the lack of it. This mini blog is published in 2 sections; this is 1 of 2 on Strategic challenges. There are...
Part 2 Tenders, Proposals and Bid Management are all part of an organisations Sales pipeline and business processes. It’s one of the elements of bringing in business. It is a multi-billion dollar business worldwide. Organisations today outsource services as a...
The journey of IT has been fascinating over the years, from ad-hoc IT shop to a sophisticated, complicated service delivery organisation. Some of us are doing this well and others struggling. Some are still stuck in the process world,...
How does one build and maintain Service Excellence into their organisations? I wondered after a series of unfortunate customer service experiences from significant brands, please see my previous posts. Service Excellence has to be part of the DNA of the...
How to deal with Angry Customers Last week and a few weeks ago we focused on “What is good customer service? “ we wrote some tips about the training required and other things to consider when hiring and training staff...
Most of us are familiar with tender processes, proposals and bids whereby our service providers, vendors, and potential partners state their best intentions, ideas how they do things and propose to deliver against your requirements. It is a multi-million...