The Verghis Group

Interesting poll on potential next Oracle aquisition

Phil Verghis — Mon, 09 Aug 2010 18:39:17 +0000

Softwareadvice.com has an article and a poll on which company Oracle might acquire next. Weigh in at:

http://www.softwareadvice.com/articles/enterprise/oracle-mergers-acquisitions-whos-next-1080310/.

Interviewed by SearchCRM on article on self service

Phil Verghis — Wed, 04 Aug 2010 14:36:55 +0000

http://searchcrm.techtarget.com/news/2240020842/Five-mistakes-to-avoid-when-implementing-self-service-CRM

August 5 webcast now open to all

Phil Verghis — Tue, 03 Aug 2010 15:43:17 +0000

I’ve just been informed that anyone who registers for the webcast Measures, Metrics and Madness: The New World of ‘Guiding, not Grading’ will get the slides and audio sent to them.

Join us to hear from TSIA’s VP of technology research, John Ragsdale, as he interviews Phil Verghis, founder of The Verghis Group. Phil is not only a brilliant strategist and innovator, but also a long-time TSIA community member and a founding member of TSIA’s Expert Alliance Partner program.

Register now for this informative webcast.

Free TSIA webinar: August 5th: Measures, Metrics and Madness

Phil Verghis — Mon, 26 Jul 2010 23:00:36 +0000

If you want to hear a complimentary one hour (webinar) version of what I will be covering at my next workshop, register for the August 5th TSIA webinar at: http://bit.ly/bc6R0T

While it is tailored for service & support executives, it will be useful for any senior manager wrestling with measures, and looking for new ways to motivate people.

Free white paper (no registration needed) on which the workshop is built: http://bit.ly/cpFoMv

“Surviving the SaaS migration”

Phil Verghis — Tue, 13 Jul 2010 16:29:30 +0000

What happens when a software company re-invents itself as a subscription-based service business?

That question is becoming increasingly urgent as the “software as a service” (SaaS) model gains momentum. And on September 22, the First Wednesday Roundtable will take you behind the scenes for a candid look at a company that made this transition–and survived. Our guide will be Renee Bochman, VP of Professional Services and Support at Axeda corporation.

http://events.linkedin.com/Surviving-SaaS-migration/pub/369402

Voice of the Customer Conference

Phil Verghis — Thu, 17 Jun 2010 08:48:17 +0000

Once again, I’m a co-producer and active participant at the 4th Annual Voice of the Customer Conference near Boston. Now in its fourth year, the First Wednesday Group’s annual conference has built a strong reputation as the place for leading-edge insights from the support world’s smartest people. Some of these smart people are on stage with microphones; others are part of our audience of hands-on support managers and professionals–people who are eager to share their ideas and experiences with their colleagues in an intimate, friendly retreat away from office distractions.

Find out more at: http://www.first-wednesday.com/conference/

Fascinating talk on ‘economics of open source support’ June 2nd

Phil Verghis — Mon, 24 May 2010 19:40:50 +0000

http://bit.ly/cg9iQW — I’ll be there…

Guiding, not Grading — aka Measures, Metrics and Madness

Phil Verghis — Sat, 08 May 2010 20:10:21 +0000

Over the last year or two, I’ve been trying to replicate the magic of start-ups – where everyone is laser-focused on the mission of the organization. Everyone knows what needs to be done and just does it.

Unfortunately, this ‘honeymoon’ phase quickly dissipates during the transition to a middle-aged company and beyond.

I think I’ve moved one step closer to finding a solution, as this month’s article discusses. Two of my retainer-based clients are one year into the ‘alignment and measurement’ process, and have reported (mostly) amazing success.

One of the biggest unanticipated side effects has been the boost in employee morale, which has a multiplier effect on productivity, customer loyalty and so much more.

Get the article in a pdf format — http://bit.ly/cpFoMv or sign up for the next newsletter from my home page – www.verghisgroup.com

Coming soon — article on “Measures, Metrics and Madness”

Phil Verghis — Tue, 20 Apr 2010 22:45:35 +0000

Well, it has taken me much longer to finish than I thought, but I’ve just put the finishing touches to an interesting new article “Measures, Metrics and Madness”. It will be the basis for the April 2010 edition of the Verghis View (my newsletter).

Stay tuned… it is truly perhaps the single best method to turbocharge productivity that I have seen.

Customer Service: Reducing churn and bringing in money

Phil Verghis — Thu, 01 Apr 2010 14:54:44 +0000

A highly under-rated and under-used partnership is between marketing and customer support/customer service. I’m working with a large client now where (as part of a larger engagement) we explored and developed a partnership between marketing and customer service that has resulted in more loyal customers that at the same time yields tens of thousands of dollars of incremental revenue a quarter.

Yes, it can be done without turning customer service and support into sales people. They always have to be the customer’s advocate. However, understanding the customer lifecycle, personas and churn risk points and making that part of the support DNA helps. Dramatically.

Embedded in this interesting article from the Economist is something similar that Cablecom (a Swiss cable tv/internet/phone provider) did.

“Like many telecoms providers, Cablecom has grappled with churn. Using advanced data analytics, Cablecom discovered that although customer defections peaked in the 13th month, the decision to leave was typically around the 9th month (as indicated by things like the number of calls to customer support services). To reduce defections, Cablecom offered at-risk customers special deals 7 months into their subscription.

The results were impressive: customer defections fell from 20% of subscribers a year to under 5%, enabling the firm to save significant marketing acquisition costs while boosting customer satisfaction.”