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I love TNT Express

Well, actually I may say that A few times they have delivered my parcels and everything was correct.
This is A normal situation, I hope. Here I want to describe something else. Once, in order to explain something I had to call TNT.  For over 10 years I have consulted call centers and I have never ever experienced anything like this. This was a pure service perfection. This was absolutely my pleasure.
I could be more explicit, give  you more details but why don’t you call them yourselves? Just call Polish branch 801 31 00 00 or (22) 771 71 71. But, please, be prepared.

To all TNT staff – thank you for this example of the excellent service. Sure you can!

The call center system of your dreams.

Imagine that you don’t have to pay for your new call center equipment. The whole hardware, the whole software is for free and you choose what you want. What is it going to be? Read the rest of this entry »

What do your customers care about your CRM?

I had an occasion to give an opening lecture pendant CRM Gigacon 2010 conference that took place in May 2010. The lecture dealt with the approach to the purchase and implementation of CRM. One of the topics discussed was the involvement of professional staff – the future users – in the process of defining requirements and evaluating the prototype. My provocative question was who is your CRM for? Read the rest of this entry »

Obviously obvious

How often do we talk about obvious things? In case of business consulting obvious statements are obvious for both advisor and customer so why to communicate obvious ideas? And why to pay for obviously obvious advices? Is it rude to expect to get paid for obvious reports? Well, in some cases – yes. But maybe not always. I will try to analyse this slight difference. Read the rest of this entry »

Filipides Greek

Filipides Greek is said to run from Marathon to Athens in 490 B.C. to deliver a message. According to a legend he died in a gate of Athens just after he had screamed “Victory!”. And this is how he became a history.

Many years later Mr. Alexander G. Bell invented the telephone, delivered a message and become a part of the history as one of the biggest inventors. Read the rest of this entry »

The risk of buying.

I have heard it many times that the risk belongs to a buyer, especially when talking about purchase of apartment or a second-hand car. I have seldom thought about it in a context of implementation projects. Actually, keeping in mind some projects I could observe, I would say that customer is not taking the risk but throws caution to the wind. In most cases customers are doomed to failure and that is why. Read the rest of this entry »