Highly sought after author, speaker and trusted advisor to service & support leaders around the world, Phil literally wrote the book on how to earn respect and then demand respect on behalf of your customers.
The folks at TSIA invited me to write a blog on what it is like starting a new company (www.dancinge.com). It’s got references to painkillers, vitamins and cold calls. http://bit.ly/133uJxY
Bill and Adam have been blogging on the role of knowledge sharing practices (and the information in knowledge repositories) has in transforming support from reactive to proactive. We are bringing together principles from Knowledge Centered Support (KCS) and ITIL to … Continue reading
Dancing E will be competing to win TSIA’s coveted Vision Award, with winners being determined by a live audience of industry practitioners along with a panel of expert judges. The theme of the competition is, “True vision is having the intelligent … Continue reading
MORE NEWS »9 out of 10 people say they don’t have access to lessons already known to others in the same organization. We are out to fix this. The by-invitation-only Private Beta for DancingE started on Feb 15, 2013. Thank you for the overwhelming response – we have been oversubscribed, and have begun an exciting journey to enable Knowledge. Sharing. For All.
More than ever, you face decisions about support and services strategy that take you into uncharted territory.
How should you structure global support? How do you motivate a globally distributed support team? Can you migrate customers from free to fee-based support? Is self-service really an option? What about new technologies? Do you have a lot of metrics but very little confidence in your understanding or your team’s understanding of what to do with it? How do you earn respect then demand respect on behalf of the customer?
These are tough issues because your best in-house people simply don’t have the right information to show all your possible options.
That’s why it’s probably time to have a chat with The Verghis Group. Phil is a highly respected management consultant who has helped dozens of support and services executives devise winning strategies. He’s been a top-level support executive himself, he’s written the definitive book on customer-centric management, and he has hands-on experience with implementing new metrics, new systems, new business models, and new market development initiatives.
But most importantly, Phil brings a fresh perspective to problems that seem to have no easy solution. One client calls this knack “Phil’s magic.” Another says, “You helped us see possibilities that we never knew existed.” And another calls him “my most trusted advisor.”
If you’re venturing into uncharted territory and want a better idea of your options, give Phil a call at +1 (919) 636-9411 (or send him an e-mail at Phil [at] verghisgroup.com). Talk about the problem you’d like to solve, and see if he can help. Then, if you like what you hear, consider bringing Phil in to your offices for a one- or two-day brainstorming session, or perhaps for a larger project or an ongoing advisory relationship.
With Phil as your advisor, you’ll be surprised at how many new possibilities open up for you and for your company.
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