The Customer Service System (CSS) of the BT Group (previously British Telecommunications) is the core operational support system for BT, bringing in 70% of income for the company (figures from 1997). BT rolled out CSS nationally in 1989 and provided an integrated system for telephony--order handling, repair handling and billing.
BT Customer Service System (BT/CSS) was developed by Logica in 1984, costing £1bn to implement, representing the largest computer project undertaken in Europe and the largest integrated database in the world, at the time.
In 2005, the CSS databases deployed by BT handled 23 million customers, with 13 terabytes of data spread out over 28 mainframe images. The databases supported 230 million transactions per day generated by over 40,000 users.
CSS is still used by BT but it is now controlled by Openreach. BT retail migrated all accounts from CSS to a new billing system known as Geneva/Oneview/Avalon. This was to support the migration to WLR3.
The authors of the international bestseller Business Model Generation explain how to create value propositions customers canât resist
Value Proposition Design helps you tackle the core challenge of every business â creating compelling products and services customers want to buy. This highly practical book, paired with its online companion, will teach you the processes and tools you need to create products that sell.
Using the same stunning visual format as the authorsâ global bestseller, Business Model Generation, this sequel explains how to use the âValue Proposition Canvasâ to design, test, create, and manage products and services customers actually want.
Value Proposition Design is for anyone who has been frustrated by new product meetings based on hunches and intuitions; itâs for anyone who has watched an expensive new product launch fail in the market. The book will help you understand the patterns of great value propositions, get closer to customers, and avoid wasting time with ideas that wonât work. Youâll learn the simple process of designing and testing value propositions, that perfectly match customersâ needs and desires.
In addition the book gives you exclusive access to an online companion on Strategyzer.com. You will be able to assess your work, learn from peers, and download pdfs, checklists, and more.
Value Proposition Design is an essential companion to the âBusiness Model Canvasâ from Business Model Generation, a tool embraced globally by startups and large corporations such as MasterCard, 3M, Coca Cola, GE, Fujitsu, LEGO, Colgate-Palmolive, and many more.
Value Proposition Design gives you a proven methodology for success, with value propositions that sell, embedded in profitable business models."
You've heard it a million times: "The customer is always right." But letâs face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.
Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for:
How does the Customer Service System manager ensure against scope creep? When a Customer Service System manager recognizes a problem, what options are available? How do we measure improved Customer Service System service perception, and satisfaction? Does Customer Service System analysis isolate the fundamental causes of problems? Is Customer Service System currently on schedule according to the plan?
Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable roleâ¦ In EVERY group, company, organization and department.
Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'
This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Service System investments work better.
This Customer Service System All-Inclusive Self-Assessment enables You to be that person.
All the tools you need to an in-depth Customer Service System Self-Assessment. Featuring new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Service System improvements can be made.
In using the questions you will be better able to:
- diagnose Customer Service System projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
- implement evidence-based best practice strategies aligned with overall goals
- integrate recent advances in Customer Service System and process design strategies into practice according to best practice guidelines
Using a Self-Assessment tool known as the Customer Service System Scorecard, you will develop a clear picture of which Customer Service System areas need attention.
Your purchase includes access details to the Customer Service System self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. Your exclusive instant access details can be found in your book.
Business-to-business customer expectations have changed. To surviveâand thriveâin todayâs economy, where customers are constantly reevaluating their purchases and looking at options never available before, you need to deliver business outcomes, not features and functionality.
Suddenly, your âsaleâ is no longer a one-time event: itâs a relationship that demands continuous care and nurturing. You need to constantly deliver, measure, and demonstrate the value you create for your customers.
Like it or not, itâs your job to make sure your customers succeedâand keep on succeedingâwith what youâve sold them. That job has a name: âCustomer Success.â
Delivering customer success means radically changing the way you engage with customersâfrom sales, to marketing, to engineering and support. This book gives you a complete framework for doing just that. Step by step, youâll learn how to make sure your customers are achieving business outcomes from your offeringsâ¦now, next year, and for years to come.
Embed customer success in your organizational DNA, in 3 steps:
Listen : Truly understand what it means for your customers to succeed with your offerings
Engage: Start a productive dialogue, collaborate to solve problems, and promote awareness of the value you create
Ensure: Innovate to deliver on your promises, prove it to the customer, and build retentionÂ