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Don Schueler

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-2 points

Sept. 14, 2011

Don Schueler and 1 other person answered this question

How can you build collaboration into large IT projects?

Once you have a good tool for it (suspect you are saying SharePoint...hopefully 2010 to really foster social if that is the path). The key is to get your smartest KEY developer or two using it as their primary vehicle to communicate and then shame ... more

Information Technology

Enterprise Resource Planning

June 22, 2011

Don Schueler and 2 other people answered this question

Can Customer Adoption of Self-Service Distribution Channels Increase Service Cost?

I think of self service as a way of better serving customers and driving loyalty...not necessarily a way to reduce costs. People who implement self service just as a cost reduction effort are not recognizing the real VALUE to the customer. The customer doesn't really ... more

Customer Service

Customer Experience Management

Customer Loyalty

Customer Self Service

April 17, 2011

Don Schueler and 44 other people answered this question

What is more important: to resolve a complaint quickly or to acknowledge it quickly?

In social channels especially it's about monitor, acknowledge, solve and or route to the appropriate channel. Some of this differs in consumer versus B2B where entitlements to service come in to play. more

Customer Service

Social Customer Care

March 30, 2011

Don Schueler and 6 other people answered this question

Rank by importance - then why for #1 and #3: cost reduction, revenue growth, or margin improvement

To quote the CEO of on of my IPO'd startups..."Revenue solves many problems". So, I go with Revenue, Revenue, Revenue more

General Management

Business Advice

March 23, 2011

Don Schueler and 5 other people answered this question

Isn't the concept of B2B redundant in the world of social media?

B's are made up of C's. Social media is changing the way C's consume and interact. This most definitely is bleeding over into B's - how could it not? If you are a project leader in a business or a small business owner and you ... more

General Management

Business 2 Business

March 7, 2011

Don Schueler and 4 other people answered this question

Customer Service costs: Up-sell or Baked in?

Tough Question...you have to do both. For example, in a Software as a Service (SaaS) world the service needs to be solid coupled with great product to ensure stickiness. But there is often an uptick premium package made available that provides more "admin" like services ... more

Customer Service

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