Service Excellence @ Novell - Nova Vista
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Ten years ago, Novell's customer service division was doing fine - pleasing customers and keeping them loyal. But in a high-impact transformation, the division raised its sights. Today it also contributes significantly to the company's profitablility.What happened? From the executives to the front line people, everyone changed the way they work to support Novell's strategy: make customer service a competitive advantage that attracts new customers while growing current customers' business.

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Produktbeschreibung
Ten years ago, Novell's customer service division was doing fine - pleasing customers and keeping them loyal. But in a high-impact transformation, the division raised its sights. Today it also contributes significantly to the company's profitablility.What happened? From the executives to the front line people, everyone changed the way they work to support Novell's strategy: make customer service a competitive advantage that attracts new customers while growing current customers' business.
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Autorenporträt
Nova Vista Publishing Best Practices Editors are a group of executives, managers, consultants and business writers who team up from time to time to examine remarkable business transformation stories in human terms, using real business cases. They live all