By David F. Giannetto, COO, Astea International, www.astea.com
Leading service organizations are succeeding by striking the perfect balance between technology, flexible processes, and sales psychology-driven behaviors.
Great service organizations don’t just give their customers a good experience — good service companies do that. Great service companies give their customers a good experience while also maximizing the profitability of the relationship. Achieving this isn’t easy. It requires a delicate balance between technology features, adaptive business processes, and even sales psychology — things that the average service manager rarely has time to focus on.