By: Jim Jones – Wind River Systems
While most executives will tell you their companies are “customer focused,” many of them don’t deliver on the promise. Being truly customer focused and delivering an optimum experience to the customer requires significant commitment to changing the culture and operational performance of the services organization. Barry Mainz of Wind River Systems will discuss how the company’s Worldwide Customer Operations group is transforming itself into a truly customer focused organization. The session will cover Wind River’s customer experience management programs, operational changes that are driving increased levels of performance and the strategy they are developing to drive the change through the global support operation.
- Organizational aspirations – what is and what should be
- An intra-functional approach to achieving customer intimacy – it’s all of us
- Blurring the lines between customer facing groups – knocking down walls for customers
- Customer Support vs. Technical Support – what’s the big difference?