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Phil Morettini's Articles in Customer Service

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  • Software and Technology Customer Service Part I
    An under-rated competency, which should be considered more important to software and technology companies, is customer service. I guess that's only natural; tech companies are very focused on gaining strategic advantage via technological advances and product differentiation.
  • Software and Technology Customer Service Part II
    In part I of this article, we examined the effects of management ignoring customer service to focus on "sexier" parts of the business, and introduced a couple of the negative things that can happen as a result. Let's continue on:
  • Distribution Channel Conflict
    As I've been reading the trade magazines recently, I've paid particular attention to the channel magazines. A big story for several months has been the change in leadership at HP, since Mark Hurd took over as CEO from Carly Fiorina. What does this have to do with channel conflict?
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