Jennifer MacIntosh
Knowledge is Power for Customer Service and Support Leaders
Knowledge as an abstract concept is complex, exists in many formats and often resides in multiple repositories. Let’s take that knowledge and turn it from concept to practice for a discipline – say, customer service and support. When it comes to customer service, knowledge needed...
How Go-To-Market Teams Can Align on Customer Ownership
Who owns the customer? Seems like a basic enough question, right? Think again. In the traditional customer management model, which is mostly linear, the answer is largely aligned to whoever is responsible for quota attainment. Functions were typically organized around specific customer needs tied to…