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TechRepublic Resources
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- Can you take your customers seriously and laugh about them?
- Is it possible to laugh about your work and do it properly as well? Is it necessary to be totally straight faced about your end users in order to provide the correct level of service? Jeff Dray explores these questions. by Jeff Dray
- Blog posts 2008-07-07
- IT consulting: The customer isn't always right
- When a customer is wrong, it can be difficult to get them to come around to your way of thinking. Robert L. Bogue explains why listening, teaching, and giving them time to process information can go a long way. by Robert Bogue
- Blog posts 2008-06-25
- Fixing the fault, fixing the customer
- Jeff Dray finds that it's easy to get caught up in the fix for a problem and forget to focus on the user's other concerns. What should you do when you fix a problem but still have an unhappy customer? by Jeff Dray
- Blog posts 2008-06-15
- Nortel claims that it is siphoning network customers away from Cisco
- Nortel is positioning itself up as a "green" networking vendor that has the right history and products to take market share from Cisco Systems, and Nortel has a new research study and a group of converted customers that it's using to help spread the message. Let's take...
- Blog posts 2008-05-20
- Images: A visit to 'negawatt' central
- Take a tour of EnerNoc's operations center, where it uses the Internet to dial down customers' energy usage during peak times.Inside the "Noc" of EnerNoc, one of a handful of new companies in the energy-efficiency business. The network operations center is where employees monitor the power grid and customers'' sites....
- Image galleries 2008-05-08
- Lesson 1: Respond to end-user bloopers with professionalism
- If you spend any time in IT, odds are you're going to run across a few shocking examples of computer mistreatment. End users, even well-intentioned ones, can do some pretty wacky things when trying to "fix" their computers. Need a few examples? Check out our, "Computer bloopers...
- Blog posts 2008-04-24
- Beware of vendor lock-in upfront, or be prepared to pay later
- We're basically all capitalists here, so we know how the system is supposed to work. As a vendor, you want to find a customer to buy your products. As a customer, you want to find a vendor who will fill your needs. Ideally, vendors and customers come together, money changes...
- Blog posts 2008-04-23
- Taking it to the ... Web. Starbucks wants your ideas.
- Starbucks understands that consumers talk in a myriad of ways. And one of them is through feedback. Oh sure, they have had comment cards in their stores forever. Have you ever filled one out? Have you ever seen someone fill one out? As...
- Blog posts 2008-04-16
- DRM and unintended consequences
- Back in November 2007, I hinted at the inherent problems of DRM software in the article Radiohead knows more than Microsoft about security. I didn't really address DRM itself in any detail, however. I'll address it now. Technical problems As you might have gathered from the...
- Blog posts 2008-04-01
- 10 ways to improve your deskside manner
- When you go out of the office and meet a customer to resolve a fault or issue, it's important to use soft skills to get the customer on your side. It is a given that you will have the technical skills, or you'll know where to find them. But the...
- Blog posts 2008-03-17
- 10 career lessons from country music
- Okay, stop snickering. Although this article discusses country music, it nonetheless can help you. Yes, I know all the stereotyped themes of country music: She leaves him, he cheats on her, his dog dies. And of course, let's throw in Chevy trucks and the Tastee-Freeze. However, if you get beyond...
- Blog posts 2008-03-11
- Sustain and broaden customer focus outside of your projects
- As a project manager or business analyst, you have an important role outside the scope of customer projects. Your work outside the context of projects helps to identify and resolve issues and concerns, and build positive relationships between IT and customer stakeholders. While stakeholders may have relied...
- Blog posts 2008-01-30
- The year of the missing identity
- 2007 seems to have been the year of the missing identity. Most recently, the Globe and Mail reported that a computer tape is missing from Iron Mountain, a data storage company. The tape is believed to have information on 650,000 credit card holders, including customers of J.C. Penney...
- Blog posts 2008-01-18
- Create and sustain a customer focus within projects
- Whether the clients you serve are inside or outside your organization, creating and sustaining customer focus is crucial to your success as an IT department. Countless articles have heralded the destruction of information technology's ivory tower and the resurrection of an IT service closely aligned with the vision and goals...
- Blog posts 2008-01-10
- Going the extra mile just wears you -- and your shoes -- out
- I've spoken about the work/life balance before. It is so easy to fall into the trap of working continuously, squeezing just one more job in instead of stopping for lunch, going to one more call on the way home, setting out an hour earlier in the morning to beat...
- Blog posts 2007-11-30
- Why you should worry about the "Google phone"
- One of the worst kept secrets of the past year has been that Google intends to create a new model for mobile phone users. Pundits expect to see something available in early testing stages from the company as early as a year from now. ...
- Blog posts 2007-11-16
- How do you respond to pressure? Work/life balance under threat?
- It seems that working life in the 21st century has two speeds -- flat out or unemployed. When you are the "go-to" guy or gal for a large number of customers it is easy to find yourself being pressured to fly from one job to the next,...
- Blog posts 2007-11-12
- Project management: Pin down how your client defines quality
- A good definition of quality management is "to first understand the expectations of your customer in terms of quality and then put a proactive plan in place to meet that level of quality." The first part of this definition can be the toughest - understanding what quality means to your...
- Blog posts 2007-10-18
- Handling the drive-by interruption
- It probably happens more than you want: as a desktop or field support analyst, you're visiting a customer location to resolve a problem, having been dispatched there by the help desk. This visit is only one of numerous other tickets you have to resolve, and the clock is ticking....
- Blog posts 2007-10-08
- Help your customers to give you the information you need
- A few weeks ago, before she was to leave for college, we discovered that our older daughter, Elise, needed a medical insurance card. I logged onto the Web site for Independence Blue Cross IBC, and it prompted me to enter information about my daughter. One particular piece...
- Blog posts 2007-10-01
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