Five (predictable) reasons change initiatives fail

Organizations must be able to change to stay alive. But most change efforts, no matter how sincerely attempted, fail. Here are five reasons why change fails: “Solutions” only work if they solve the right problem. And identifying the right problem to solve isn’t always as easy as it seems. Even though the desired outcomes for […]

Transforming a Customer Care Organization

The Customer Care organization at this global tech company needed an overhaul. Customer issues took too long to resolve, live support was spotty in some regions, and customer satisfaction wasn’t what it should be. Instead of helping sales, the company’s sales reps saw their customer’s support experience as an impediment to sales. Rather than attempt […]