http://shefaly-yogendra.com/blog/2009/08/11/how-to-use-process-to-destroy-goodwill-and-lose-revenue-3/ Strategy at the cusp of technology, investment and regulation Tue, 07 Sep 2010 14:51:44 +0000 hourly 1 http://wordpress.org/?v=3.0.1 http://shefaly-yogendra.com/blog/2009/08/11/how-to-use-process-to-destroy-goodwill-and-lose-revenue-3/comment-page-1/#comment-691 links for 2009-08-14 « Unjustly Fri, 14 Aug 2009 13:31:00 +0000 http://www.shefaly-yogendra.com/blog/?p=978#comment-691 [...] How to use “process” to destroy goodwill and lose revenue (3) 1. Unbeknowst to managers, employees could be using narrow interpretations of “process”, telling customers how to bypass processes that they deem silly instead of telling their managers, being unimaginative about making quick revenue/ profits or just driving the customers around the bend. 2. In the process, they may be losing revenue and destroying goodwill, neither of which a business should really have to experience. Do you know what’s going on at the coal face of your business? (tags: business process customerservice management) [...] [...] How to use “process” to destroy goodwill and lose revenue (3) 1. Unbeknowst to managers, employees could be using narrow interpretations of “process”, telling customers how to bypass processes that they deem silly instead of telling their managers, being unimaginative about making quick revenue/ profits or just driving the customers around the bend. 2. In the process, they may be losing revenue and destroying goodwill, neither of which a business should really have to experience. Do you know what’s going on at the coal face of your business? (tags: business process customerservice management) [...]

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