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Contributed Articles

When IT Services are Free, Guess the Consequences

The substantial growth in IT over the past decade has moved IT from being a back-office support function to a critical and strategic function. User demand for faster response times, more information and sophisticated equipment are driving IT spending upward at an ever-increasing rate; IT now ranks among the top category of expenditures for many organizations. If IT does not internally “charge back” its expenses or provide “show back” to its users for its services, then expenses grow out of control.
[Full Article]   Oct-07-2012

 

5 Dysfunctional IT Relationships -- and How to Repair Them

In large technology departments, dysfunctional relationships breed like mushrooms in a dank basement. Your dev and ops teams are no longer on speaking terms, while your junior and senior developers can't seem to agree on anything. IT and legal are constantly at each other's throats. Storage wonks are ready to declare war on the database admins, while sys admins seem to be on everyone's bad side. Why can't they all just get along?
[Full Article]   Oct-07-2012

 

Tips to Increase IT Worker Retention

Employee turnover is a costly affair for employers. The time spent looking for, hiring and training new employees can add up quickly. Naturally, you want to protect your investment. What can you do to increase your company's employee retention?
[Full Article]   Oct-07-2012

 

The Difference Between Customer Service and Customer Experience

What is the difference between customer service and customer experience? While the answer is quite lengthy, the short response is simply this: customer service is one element of customer experience. Customer experience encompasses every touch point that someone may encounter when interacting with a company – support, sales, and customer service. Consistent messaging across all channels and touch points is integral to successful customer experience and vital to company success.
[Full Article]   Sep-30-2012

 

7 Things Customers Want Most From You

What do your customers really want from you? No matter what your industry, your customers want more than just great products and workable solutions. What they really want to know is that you--personally--are the type of person whom they can trust to get the job done. Here are the seven things they want to see in you.
[Full Article]   Sep-30-2012

 

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