Why Cisco? Three Perspectives: Procurement, Sales, Job Applicant
Note: candidates with inappropriate qualification and skills need not apply. Swift using MVC architecture. Excellent in google map-customization, integration and tracking. Excellent in Restfull APIs integration. Excellent in UI design based on wireframe. Multi language app and culture managements. Good understanding of offline data management and sync. Background process and core data managements. Experience in firebase real time data base is added advantage.
Basic Knowledge in Angular JS. Please send CV to hr cherry. We are looking for a React Native developer interested in building performant mobile apps on both the iOS and Android platforms. You will be responsible for architecting and building these applications, as well as coordinating with the teams responsible for other layers of the product infrastructure. Building a product is a highly collaborative effort, and as such, a strong team player with a commitment to perfection is required. Familiar with agile and devops methodologies 5.
Good teamwork and communication skills 6. Excellent personal inter-relational capabilities, promoting collaboration and knowledge sharing 7. Ability to use creativity and critical thinking while designing pragmatic solutions 8. Ability to explain different and complex ideas in a compelling way to team members and colleagues from other business areas 9. Experience working in at least 2 end-to-end implementation. Should be able to own and complete the developments in the timeline.
Excellent interpersonal and communication skill Interested candidates can rush their resume to teo. Deep understanding of multiple format T-LOG receipts and exceptionally high volume transaction processing scenario. Will get exposure to SQA methodologies 3. Candidates should have : 4. The ability to work in multiple development streams simultaneously 5. Great attention to detail and ability to identify, isolate and document defects in complex software features 8.
Accounts Officer in maintaining books of accounts. Zellis HR India Pvt. Opshore Talent Solutions Pvt. PHP Developer We are looking for an experienced PHP developer who is dedicated to his craft, writes code that is proud of and can hit the ground running. We need you to write beautiful, fast PHP to a high standard, in a timely and scalable way that improves the code-base of our products in meaningful ways.
You will be a part of a creative team that is responsible for all aspects of the ongoing software development from the initial specification, through to developing, testing and launching. Same Job Position is also open in Bangalore and Coimbatore Candidate will be responsible for creating content for social media channels, websites, press releases and print articles, participating in online outreach and promotion, and assisting our clients Our ideal candidate is a highly motivated and creative individual with a passion for creating high quality content which drives the reader to take action.
Duties: Draft social media posts, press releases, website and print articles. Research and create original content for target audience.
Understanding Customer Experience
Analyze content marketing metrics and make changes as needed. Collaborate with other departments to create innovative content ideas. Writing original content for websites after sound research on given topics.
Composing grammatically correct sentences and paragraphs that combine factual information presented in an engaging manner. Interacting with our target audience and clients on social media sites such as Facebook, Twitter, etc. Mail resumes to careersanvita tours2health. Design for a variety of platforms including web, mobile, social media Work with the Marketing team to proactively determine the designs pertaining to each campaign plan. Design well thought-out solutions across different platforms.
Ensure usable, aesthetically pleasing, and efficient design layouts. Actively participate in shaping the success of the team Skill Sets Create high impact visuals for marketing content like info graphics as well as social media marketing content like brochures, banners etc Experience of working on info graphics would be an added advantage Good design sense for websites, advertisements for social media Proficiency with Photoshop, Illustrator Adobe Creative Suite Candidates must have a solid understanding of design principles, careful attention to detail Ability to work in a fast-paced, environment The candidate should have creative knowledge in software such as Photoshop, premier, Illustrator.
Excellent time management and creative skills they should have an understanding of the latest trends in the designing field. You'll work to develop appropriate creative ideas and concepts for the client's objectives. The work demands creative flair, up - to - date knowledge of Digital Marketing industry and a professional approach to time, costs and deadlines. The Intern will work closely with the digital marketing team of Webandcrafts to implement and execute various digital marketing strategies.
The other meetings will happen through online webinars. In this role, you will be working closely with Production, QA, Tech, Backend and Analytics teams in monitoring and ensuring the smooth functioning of multiple games while simultaneously providing timely insights and data driven analysis on how to stay ahead of the game. SFO Technologies Pvt. To be successful in this role, you should have experience with design software and wireframe tools.
Illustrate design ideas using storyboards, process flows and sitemaps. Design graphic user interface elements, like menus, tabs and widgets. Build page navigation buttons and search fields Develop UI mockups and prototypes that clearly illustrate how sites function and look like Create original graphic designs e. Prepare and present rough drafts to internal teams and key stakeholders. Identify and troubleshoot UX problems e. Conduct layout adjustments based on user feedback.
Qualifications: B. Opportunity for Onsite travel to overseas client locations for Technical study and Software Implementation exists for key team members. This is your chance to get involved with a creative gaming studio, and to add to our ever-growing roster of games across Facebook, iOS, and Android. Thinkpalm Technologies Pvt. R Puram P. Key Skills : Angular, Vue. They should have a solid grounding in Cloud technologies, specifically in AWS. Net Core, Asp. Forms, Xamarin. Android development is required - Excellent knowledge of. Net - Excellent understanding of iOS and Android limitations - Integrate web services developed in REST - Develop quality products and deliver them on schedule - Excellent team player and collaborate with other team members - Able to do basic unit testing of the work assigned, to ensure the correct working - Deploy applications to the Apple App Store or to Google Play.
Mitsogo Technologies Pvt Ltd. Experience in structure object oriented modelling with preferred expertise in using tools like Enterprise Architect or similar. BestDoc Technology Pvt. Accounts cum Admin Executive Responsibilities and Duties Accounts cum Admin Executive would be responsible for the following primarily: 1 Maintaining day-to-day accounting. Software Test Engineer Fresher We invite those technocrats who have good programming skills and interest in doing mobile application testing.
Excellent communication skill is must. Software Engineer - Devops yrs -Create deploy and support development, testing and production environments. Software Engineer- QA yrs - Experience in testing web technologies, mobile applications and services. NET Core. Your primary focus will be the development of all server-side logic, ensuring high performance and responsiveness to requests from the front-end. You will also be responsible for integrating the front-end elements into the application; therefore, a very good knowledge of front-end technologies is necessary as well.
Experience on SQLite Git or other source control management. Have a solid professional development background with an understanding of Software Architecture and Design. Experience building web and native apps. Knowledge in Kotlin, Flutter is a plus. Please send your cv to jobs emsyne. Interact with 3rd party services required for mobile application to perform its business functionality 5. Provide consultative expertise related to mobile development, API interactions with mobile devices and suggest improvements 6. Coordinate with technology team to plan and execute requirements 9.
Ability to understand stakeholder needs and communicate design decisions Perform functional testing from time to time as part of Agile process Familiar with software development methodologies and experienced several full software development life-cycles Net Developer Urgent requirement for. Net Developer Joining: Immediate Experience: 1- 5 years of relevant experience in software architecture, software development with. Net Framework 3. Net, Asp. Net, Enterprise Library 5. Others: a.. Be familiar with systems concepts design and standards. Should have good communication skills. Experience in working on financial domain or working with large transaction based web application will be an added advantage.
Qualifications Required: Relevant degree in software engineering fields Please send your resumes to jobs emsyne. Network Engineer Extensive hands-on technical knowledge of network system protocols and standards. Hand on experience with a wide variety devices routers, switches, firewalls, Loadbalancer etc.
Experience with monitoring tools, and troubleshooting tools. Ability to implement and support routing protocols e. Knowledge and exposure to a variety of firewall environments. Familiarity with security related network issues and their appropriate resolution. Network Engineer". Remuneration for the role would be best in the industry. Development of new applications and evolving on Liferay platform plugins, extensions, themes, etc Expert support and maintenance.
Must have working knowledge in Linux or Windows platform. Must have experience in leading team and developing portal applications. Ability to work in a team, adaptability to change and capacity for rapid self-learning. Minimum experience of 3 years in the development of Liferay 3. Strong analytical skills. Positive and flexible attitude. Ready to work in our office at Infopark Thrisssur Koratty. Ability to communicate orally and in writing in a professional manner.
Full professional proficiency in English is a must. Certification is not a absolute requirement but it is highly desired. This position will troubleshoot, deliver, and support complex eCommerce and CMS solutions and most importantly, we are looking for someone who can bring passion to the job and grow together with us. You will develop custom extensions and identify existing Magento extensions for implementation.
Demonstrated experience with cross-browser and cross-platform issues IE, etc. Strands Energy Pvt. Software Engineer - Web Developer Minimum 2 years of experience in the following areas 1. Web Development Basics a. HTML 5 b. Bootstrap 2. Front Ends a. Angular b. PHP optional 3. Back Ends a. NodeJS b. Database Technologies 5. Roles and responsibilities: Building out custom Shopify themes and modifying pre-existing themes. Working with Project Management to scope new functionality requests. Strong knowledge of liquid programming language.
Implement third-party solutions and apps. Designing overall architecture of the web application. Maintain quality and ensure responsiveness of applications. Understanding and implementation of security and data protection. Highly experienced with back-end programming languages. Proficient experience in development for both mobile and desktop. Experience with cloud message APIs and usage of push notifications. This position requires a combination of programming skills and aesthetics understanding element arrangements on the screen, the color and font choices, and so on.
Should be comfortable in working with debugging tools like Firebug, Chrome inspector etc. Ability to convert comprehensive layout and wireframes into working HTML pages. Assuming this role, you will be responsible for developing high performing, scalable. NET services and iphone app development on our offering. Experience with data processing tasks such as importing, exporting, transforming and optimizing data. Should have strong command over English both in written and oral. Should have attitude to involve in documentation and customer support. Object Oriented design principles and software design patterns.
Proven ability to work well in a team environment. Exceptional verbal and written communication skills. Strong Organizational Skills and attention to detail. Urgently require ASP. NET supporter with knowledge in Angular js Job Summary Mind Labs is an Indian multinational company that provides business consulting, information technology and outsourcing services. Communicating with external web services and delivering a complete front end application. Designing, coding, testing, implementing, maintaining and supporting application software that is delivered on time and within budget.
Build efficient, testable, and reusable. Net modules. Develop applications that are high performing and meet the requirements of the client. Contribute to the analysis and development of the final product. Thorough understanding of the responsibilities of the platform, database, API, caching layer, proxies, and other web services used in the system. Familiarity with the ASP. Knowledge of at least one of the. NET languages e. C , Visual Basic. Knowledge about Web service and Ajax Postings. Ability to provide SEO solutions for single page apps.
Your primary focus will be on developing user interface components and implementing them following well-known React. You will ensure that these components and the overall application are robust and easy to maintain. You will coordinate with the rest of the team working on different layers of the infrastructure. Therefore, a commitment to collaborative problem solving, sophisticated design, and quality product is important.
Project Management or Project Coordination Experience. Excellent client-facing and internal written and verbal communication skills 3. Should be able to analyze business problems faced by the client and suggest solutions for the problem. Ability to go into details, and extract very specific details regarding functional requirements. Determines operational objectives by studying business functions; gathering information; evaluating output requirements and formats. Designs new business workflows by analyzing requirements; constructing workflow charts and diagrams; studying system capabilities; writing specifications.
Improves systems by studying current practices; designing modifications. Recommends controls by identifying problems; writing improved procedures. Essential to have knowledge in preparing business process flowcharts using tools. Knowledge in creating wireframes using prototyping or wireframing tools are important.
Must have managed User Acceptance Testing and taken a system live. Working knowledge on Database management systems. Ability to write queries and work with the back-end data. Basic Technical knowledge about IT applications is desirable. Experience in developing user documentation, providing business support and in training users. Should have good presentation skills. Responsible for understanding requirements 2.
Translate designs and wireframes into high quality code 3. Identify and correct bottlenecks and fix bugs 4. Your tasks: - Designing and implementing largely scaleable machine learning pipelines. Fingent Technology Solutions Pvt. Proficient in Sketch, Photoshop, Illustrator, or other design tools. Creative Writer Skill Set Responsibilities Create compelling, engaging and high-quality blog posts, case studies, webcopy and whitepapers. Help manage a team of freelancers to develop required content. Copyedit, proof read and revise content. Work closely with other departments to develop content.
Recognize deficits in each of these industries, able to pitch technology solutions to improve productivity and efficiency. Primary Responsibilities Managing Day to Day marketing tasks list and ensuring team performance. Work Closely with the solutions team to develop proposals and solution documents. This involves pitch presentations and product demos. Marketing Automation Work closely with sales and product management department to put in place essential marketing automation functions with a core focus on digital analytics and re-marketing.
Develop relevant collateral including whitepapers, case studies, videos and solution documents and customer focused assets that can be used for marketing automation to reach targeted markets better. Go-to-Market Strategy and Execution. Craft marketing plans around the target market and build digital capabilities SEO, Website optimization, direct email, AdWords to reach potential target markets. Media coverage and PR initiatives to build brand awareness and influence decision making. Participate in relevant events to build brand awareness around products and services.
Customer Relations Analyze, research and build customer profiles for account-based marketing. Ideate and execute loyalty programs. Develop high impact-full case studies and reference materials along with testimonial videos and service focused solutions. Webinar and Seminar campaigns. Vendor Relations Manage PR and Advertising agencies to ensure quality and performance Manage Printing and Documentation vendors to ensure quality output and at minimized costs. Marketing ROI Track and Develop Marketing Budgets Measure various success factors of marketing initiatives and plan to invest in those that give better returns Work closely with the sales team to achieve business objectives and revenue goals.
Work towards building sustainable brand growth and profitable sales. Digital Marketing Build Digital Marketing Strategies around social media and content Plan and execute targeted advertisements including AdWords Understand consumer behavior focused on their online activity and make necessary updates to content and user experience. Business Development Manager Skill Set Job Description We have an excellent opportunity for an individual years experience who is motivated to take IT products to the next level, by uplifting Product Sales, Lead Generation, conducting Competitive analysis and work with the Product Management Team.
Urge to learn and have the ability to effectively pitch products to potential customers. Strong awareness of different IT solutions and products that are in the market which are inline to the ones being pitched to prospects. Facilitate consultative selling by understanding customer pain points, best practices and clearly articulating the benefits of the product to the prospect. Provide regular feedback from prospects and customers to the Product and Engineering team. Monitor, follow-up, and report on competitive activities, market conditions, and opportunities. Maintain all sales activities and updates in our CRM system.
Skills Required Experience in Product Sales is a must. Should be familiar with the latest apps, products, and must have a natural drive towards technology. A Team Player, with Strong communication skills both verbal and written , with a neutral accent. Good listener with a consultative approach. The ideal candidate must be able to actively contribute and quickly learn the below All aspects of the recruiting process.
Building an ongoing candidate pipeline using tele-calling, research, networking, database information, etc. Interview Scheduling and Recruitment Process. Select highest quality hires. Managing all requisition related activities. Leave Management. Employee Engagement and Retention Compliance and Payroll processing. Admin and Vendor management. Facility Management. Statutory compliance. Team Management. Managing the appraisals and promotions. Coordination with the director. Day to day HR related work. Send your Resumes to careersanvita tours2health. Netsentries Infosec Solutions Pvt.
O, Kochi, www. HR Intern Overview NetSentries is a team of cyber security specialists dedicated to providing secure, trusted and integrated protection services. We are engaged in multifaceted research to roll out future ready solutions in the Information Security, Internet of Things and Industrial Control Systems protection.
We provide smart cyber security solutions and services to protect Governments, Enterprise and Individuals from threats through a comprehensive range of protocols, products and services. We are looking for an HR Intern for recruitment related activities and processes. Duties and Responsibilities: Specific duties include, but may not be limited to: Talent acquisition life cycle. Screening resumes and application forms. Intern-Marketing and Sales Job Description NetSentries is a team of cyber security specialists dedicated to providing secure, trusted and integrated protection services.
We are currently offering internship in marketing for candidates who are passionate about building a career in social media and content marketing. Duties and Responsibilities: Specific duties include, but may not be limited to: Management of marketing operations preparing proposals, and researching marketing trends preparing promotional presentations, monitoring social platforms, and conducting market analysis.
Assist with daily administrative duties.
What Customer Experience Is
Design and present new social media campaign ideas. Help with the planning and hosting of marketing events. Research and evaluate competitor marketing and digital content. Contribute to the creation of mock-ups, email campaigns, and social media content. Mail your CVs to kavita. They will review requirements, suggest schema design, optimize SQL. They should review and guide the team members to ensure quality deliverables.
As a Senior Cloud Security Specialist, you will use your skills to for leading the development of information security architecture and ensuring technology initiatives are implemented within the framework to make our clients cloud environments more secure in order to protect information, information systems, and networks from threats. The primary area of focus of this role is in developing Cloud risk management strategies and multi-year implementation and remediation programs based on business priorities and risks to address Cyber Security, Cyber Defense and Business needs of the Banking Customer.
Expert knowledge of operating system, application, network, and database security architectures. Angular Developer At Fingent, we believe that business software should be beautiful, usable and compelling. We are helping to bring a new level of quality to people who have not had access to well-designed software at work before. We are looking for Angular Developers who can be an integral part of a multicultural team, developing a top-notch enterprise app while working from our Kochi Kerala, India development center.
This is an opportunity to work as a part of a very talented international team, with opportunities to learn, grow and enhance your skill set. You will be working in Fingent's Project Office in a leadership role. This is your opportunity to work with leading edge technologies and solve complex IT and business challenges. You will be responsible to work closely with Business and Technology teams, leading the understanding and successful implementation of the technology solutions to business requirements. You are responsible for the quality,and timely delivery of software technology solutions.
You will work with talented developers, designers and testers while being the SPOC to clients and senior management at Fingent. Coordinate with design experts to create mockups for presenting solution recommendations to clients. At Fingent, we take your career seriously and will ensure that we provide continuous feedback and support to develop your skills and ensure your personal satisfaction and growth.
But at the time, it was not so obvious. Both companies were about the same size as we were, so it would have been a merger of equals. But there was another alternative. It was to adopt a different philosophy. That philosophy was based on what we had learned from Hewlett-Packard -- about breaking up markets into segments -- combined with what we knew about the General Electric mentality of being either the No.
When we adopted that new philosophy, we had three choices: achieve it by ourselves, by a combination with an equal or by partnering or acquiring other companies. Our board was equally divided about what we should do. A merger of equals had a lot of appeal. If you combine the No. That much was obvious and positive.
And when you are growing that fast, you have a number of key management openings you have to fill. By combining two companies with good management teams, you automatically build up the strength of your management and you do it quickly. You can also overlap your customer sets, which automatically widens your customer base and gives you more distribution channels.
In addition, a merger of equals that creates the No. As a result, your competition must rethink its strategy because if you are able to successfully execute your strategy, they are in deep trouble. In the end, you force a period of mergers and acquisitions on your competition. They have no choice but to respond to the changes you initiated. For example, the statistics indicate that 50 percent of large-scale mergers fail. It is important to go into them realizing your odds of failure are that high.
Mergers can fail on a number of levels. They can fail in terms of their benefit to the shareholders, customers, employees and business partners. Those are the four constituencies we use to evaluate decisions. A decision has to be right with each of those constituencies or we would not go forward with it. That's a fact. When you combine companies, for a period of time, no matter how smoothly they operate, you lose momentum. Even today, as good as we are at acquisitions -- and I think we really know how to do them today -- when you make the acquisition, there is a period when you lose business momentum.
Our industry is not like the banking industry, where you are acquiring branch banks and customers. In our industry, you are acquiring people. And if you don't keep those people, you have made a terrible, terrible investment. So you can understand that if you don't keep the people, you've done a tremendous disservice to your shareholders and customers.
So we focus first on the people and how we incorporate them into our company, and then we focus on how to drive the business. That takes time. But as I said, in a merger of equals, you stand a very good chance of stalling out both companies when you take that time. It can be a major distraction to both.
That was crucial. If you look at the troubled merger of Bay Networks [a major Cisco competitor that was created by the combination in of SynOptics Communications, which had been one of Cisco's potential partners, and Wellfleet Communications], you would see that the corporate presentation of Wellfleet and the corporate presentation of SynOptics existed in different universes from each other. As for us, we are a very customer-driven company. We don't get involved in the religion of the technology.
But Cabletron, the other company we looked at, was very technology-driven. The people there believed that A. It does not mean one was right and the other wrong. It just demonstrated that our visions were dramatically different. And while we thought the distribution channels might overlap and actually help us, we came to see a lot of potential contention that would overlap negatively. We felt, for example, that as much as 60 percent of the channels might actually be driven to another vendor if we combined our two companies. That was the analysis behind our decision not to merge.
What impact did that have on your strategy? The smaller projects worked fine. But the big joint projects did not work well at all.
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That did not bode well for a merger. And in terms of future alliances, what would happen to our relationships with other companies in the industry if we did this merger with one of them? We felt there would be negatives. If you really look at it, mergers of two equal cultures, where you divide the management team -- one from company A, one from company B -- all the way through, do not seem to work.
You try to blend cultures in order to make a single, strong culture. But, in fact, you've got to have one culture that really survives and there has got to be a clear leader, in terms of who is going to lead the combined companies and which culture is going to be the one you stick with. In the end, when we went back and looked at our strengths and looked at how they fit into a potential merger between equals, we saw it didn't match up. That strategy has its pitfalls as well. Let's go back and build upon our strengths. Let's segment the market much like H.
Let's break the market into four segments. Let's draw a matrix and adopt a G. Then, we said, let's determine the product, services and distribution needs for each segment and combine the way of getting these products developed and sold -- whether internally, through joint development or through acquisition. In essence, we drew a matrix for the board of directors and said, here are the market segments we are going into. We said that 70 percent of our products would continue to come from our internal development but 30 percent would come from other segments.
Our chairman asked us to put the concept in graphical form, so we drew the matrix. The only thing we filled in was Crescendo, which was our first acquisition. Then, we said, during the course of the next several years, we would fill in all of the matrix. After that, we filled in the matrix with our overlying objectives: to be No.
As basic as that sounds, that is what we put in place. At the time, however, you did not have a battle-tested acquisition plan or the structures in place to create one.
The Success of Cisco Systems, Inc.’s Human Resource Management Strategy
How did you develop your plan? But we did not even tell our internal people what we were doing. In essence, we made the conscious decision to break our company into business units and follow the H. We chose not to announce that, though. All we did was to make Crescendo a separate business unit when it came in and to keep our central engineering capabilities on the side.
The Crescendo acquisition was successful for a simple reason. This industry had been dominated by small companies. The reason for its fragmentation was time-to-market -- having the fastest time-to-market is such an overriding factor. When I came to Cisco six years ago, I thought that I.
But I. The reason is that it just cannot move fast enough. The I. It can't make decisions fast enough. And without realizing it, we were becoming a big company. When we made the decision to make our first acquisition, we were on a percent-a-year growth curve. At that time, our competitors -- 3Com, Bay Networks and Cabletron -- were growing at 35 to 45 percent. Most companies would have been ecstatic at 60 percent because they would be growing almost 50 percent faster than their key competitors.
But guess what? Companies like Fore, Ascend and Cascade were growing even faster than we were. As a result, we realized that they were going to do to us what we were doing to I. We realized that we had to have some way to have the advantages of a big company while acting like a small company from a product development point of view. That's the point when we decided to break ourselves into business units for development while retaining big-company influence by leveraging our strengths in manufacturing and distribution and finance across the entire company. Let me give you an example.
They just can't scale. But we could scale because of our distribution, financial and manufacturing strengths. We do not do mergers or acquisitions or partnerships when there is not alignment around these issues. First, if your visions are not the same -- about where the industry is going, what role each company wants to play in the industry -- you are constantly going to be at war.
There can be differences in technology visions or industry visions. So you have to look at the visions of both companies and if they are dramatically different, you should back away. Second, you have to produce quick wins for your shareholders. If we did not produce a win with Crescendo in the first year, our shareholders would have been all over us. And if it is only short-term, then it is not strategic. Shareholders have to benefit from any acquisition. Third, you have to have long-term wins for all four constituencies -- shareholders, employees, customers and business partners.
I know that sounds corny, but it is true. The fifth element -- for large mergers and acquisitions -- is geographic proximity. Geography is key. If you are doing a large acquisition, the minute you get on an airplane, you've got a problem. It is different if you are doing an engineering or technology acquisition, because those can be remote.
But if you are combining two large companies and the center of manufacturing or marketing is in San Jose, Calif. It is very limited. If they are not all in place, will you still buy a company if the technology is great or the people are very good? We don't do it.
We've killed nearly as many acquisitions as we've made. We killed acquisitions for those reasons even when they were very tempting. I believe it takes courage to walk away from a deal. It really does. You can get quite caught up in winning the acquisition and lose sight of what will make it successful. That's why we take such a disciplined approach. Is there a single thread that weaves through your strategy? Those are two separate issues.
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Once you do that, you have to say, what do you have to do to achieve your goal? And you can't get off track on that. One part is to do mergers and acquisitions. There are three patterns of customer experience information, each with its own pace and level of data collection. Tracking Customer Experience: Persistent, Periodic, Pulsed Companies can monitor various patterns of interaction with customers to gain a better understanding of the customer experience they are providing.
Depending on the precise information a company is seeking, it may choose to analyze past patterns, present patterns, potential patterns, or a combination. Each pattern requires a distinct method of generating and analyzing data and will yield different types of insights. When companies monitor transactions occurring in large numbers and completed by individual customers, they are looking at past patterns.
As these two examples demonstrate, each attempt to determine the quality of the experience directly follows the experience itself. Although surveys are the tool used most often for gathering data on past patterns, customers are sometimes approached through online forums and blogs. For this reason, the employees evaluating results must be attuned to areas of customer experience that a survey or other tool does not directly address. Analyses of present patterns are not simply evaluations of the meaning and success of a recent encounter.
They envision a continuing relationship with the customer. By initiating contact with different customers at different times throughout the year, BearingPoint has created an almost persistent data flow that does not depend on the completion of a given transaction, while permitting comparisons among customers on a range of issues.
BearingPoint learned in this fashion that the best practices it had established in one vertical-market group had not migrated to other groups. Present patterns are collected through surveys or face-to-face interviews, studies tailored to the subject, or some combination thereof. It helps to prepare customers for the inquiry by telling them the purpose of the survey, how they will hear about the findings, and what role they might play in addressing them.
Accordingly, Hewlett-Packard rewards its account managers on survey-participation rates as well as results. Potential patterns are uncovered by probing for opportunities, which often emerge from interpretation of customer data as well as observation of customer behavior. Most companies apply a single summary metric to data on past and present patterns. As relationships with customers deepen, companies tend to collect data with greater frequency.
The patterns that emerge suggest further areas of inquiry.
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For example, present-relationship studies may indicate that on-site service experience is wanting. Low cost and ease of modification make surveys the overwhelming favorite for measuring past and present patterns. E-mail—based surveys are superior to paper-based ones because they can be more easily shared; they allow rapid distribution; they give the surveyor the flexibility to extend or abbreviate the questioning according to the wishes of the respondent or the substance of the response; they minimize delays in analyzing the results; and they lead to quick action, such as a referral to a general manager should scores fall below a predetermined level.
E-mail surveys can also be more easily tailored. For example, the surveys Marvin Windows and Doors sends to its distributors are different from those sent to architects who buy its products. A well-designed survey is not simply one that elicits the desired information. It must itself avoid becoming an unfortunate aspect of the customer experience. One way of keeping surveys mercifully brief is to avoid asking about matters like recent purchases that the company already has a record of. Nor should they be triggered by the transactions of regular customers such as purchasing agents.
Such customers are, after all, among those a business can least afford to annoy. The individual customer may be placated, but widespread resort to this practice keeps general management from obtaining a broad picture of systemic problems. Surveys do have their limitations, and focus groups, user-group forums, blogs, and marketing and observational studies can yield insights that surveys cannot.
Company representatives visit customers where they live or work and observe how they use Intuit products such as QuickBooks. It was from watching the smallest businesses struggle with QuickBooks Pro that the company recognized a need for a product like QuickBooks Simple Start. These tools lend themselves to the measurement of present and potential patterns, for they entail more time, preparation, and expense than transaction-based surveys.
HiTouch, a business-to-business global financial services provider, received a shocking wake-up call when a top customer shifted half its business to an archrival. From their efforts to salvage the account, HiTouch executives learned enough to initiate a companywide effort to improve the experience of all other major accounts. After conducting a mini-audit of existing customer-experience programs, responsible parties, and results, it discovered that its vertical-market groups hardly went further than tracking leads and analyzing buying patterns.
Most employees assumed customer experience was the job of marketing or sales. HiTouch engaged consultants to help with the initiative. Preventing further customer defections, they realized, would require customer experience goals for every stage of the value chain. As the issues piled up, it became clear that the effort needed an executive leader, a budget, and dedicated resources. To ensure a good response rate, he asked sales account executives to prep customers receiving the survey. A few showed a predistribution draft to customers so that they could help refine issue selection and tone.
The sales executive noticed that meetings about the pilot survey, in which salespeople fed customer experience information back to the customers themselves, differed from the typical sales call by shifting the dialogue away from the individual transaction and toward relationship development. In this fashion, salespeople began to view their jobs less as a functional responsibility than as an organizational process. Data from the survey began to flow within 24 hours of distribution. Some executives became defensive and tried to explain away what the data were saying rather than understand the concerns behind them.
Some never quit demanding yet one more data point. Others strained to launch company responses before fully understanding what was being said. However, they were different in each vertical market, with few exceptions. For each, summary scores were compared with customer revenue. The matrix in this exhibit organizes the customers of HiTouch a composite of actual companies on the basis of the level of attention they require.
The vertical axis shows billed revenues products and services provided and paid for. The horizontal axis shows an aggregate score indicating level of customer satisfaction.
Customers with low billings but high customer satisfaction, for example, represent growth opportunities for HiTouch. Letters inside the bubbles serve strictly as identifiers. Auspiciously, the Growth segment had three times as many customers as any of the others. In fact, one of the largest remaining customers was squarely in the At-Risk quadrant. The results of the initial survey coincided with the start of the strategic-planning cycle. Every team had also set experience goals for itself and scheduled relationship surveys.
A year later, current experience data had replaced ill-informed opinion at HiTouch. At monthly operations meetings, vertical-market general managers reviewed key customer experience issues, and actions taken, before reviewing financials.