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	<title>Enterprise Software Customer Support</title>
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		<title>Expanding Internationally? Here&#8217;s Your New World Order</title>
		<link>http://www.haimtoeg.com/?p=283&#038;utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=support-and-the-new-world-order</link>
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		<pubDate>Thu, 02 Feb 2012 21:51:24 +0000</pubDate>
		<dc:creator>Haim Toeg</dc:creator>
				<category><![CDATA[Global Operations]]></category>
		<category><![CDATA[Support Management]]></category>

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		<description><![CDATA[Many companies struggle with expanding their support operation internationally. Many choose to expand their international operations one country at a time, and the support organization usually ends up reporting to the country manager as part of the overall sales organization. &#8230; <a href="http://www.haimtoeg.com/?p=283">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<title>What Can Enterprise Support Learn From The NBA?</title>
		<link>http://www.haimtoeg.com/?p=804&#038;utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=what-can-enterprise-support-learn-from-the-nba</link>
		<comments>http://www.haimtoeg.com/?p=804#comments</comments>
		<pubDate>Wed, 28 Dec 2011 16:49:09 +0000</pubDate>
		<dc:creator>Haim Toeg</dc:creator>
				<category><![CDATA[Customer Experience]]></category>

		<guid isPermaLink="false">http://www.haimtoeg.com/?p=804</guid>
		<description><![CDATA[My sincerest apologies to the blog&#8217;s loyal readers for the long hiatus. I have been occupied with several other projects that took way more time and involvement than initially planned. There&#8217;s an excellent post on Mark Cuban&#8217;s blog, discussing why &#8230; <a href="http://www.haimtoeg.com/?p=804">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<title>Still Measuring Call Time?</title>
		<link>http://www.haimtoeg.com/?p=792&#038;utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=still-measuring-call-time</link>
		<comments>http://www.haimtoeg.com/?p=792#comments</comments>
		<pubDate>Sat, 05 Nov 2011 19:39:16 +0000</pubDate>
		<dc:creator>Haim Toeg</dc:creator>
				<category><![CDATA[Customer Relations]]></category>

		<guid isPermaLink="false">http://www.haimtoeg.com/?p=792</guid>
		<description><![CDATA[I came across (via a comment on Wim Rampen&#8217;s excellent blog by Arie Goldshlager) a very interesting interview with American Express&#8217; EVP of Service reviewing changes to the company&#8217;s contact center practices. In the interview Mr. Bush makes several interesting &#8230; <a href="http://www.haimtoeg.com/?p=792">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<title>On Metrics and Employee Confusion</title>
		<link>http://www.haimtoeg.com/?p=782&#038;utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=on-metrics-and-employee-confusion</link>
		<comments>http://www.haimtoeg.com/?p=782#comments</comments>
		<pubDate>Mon, 31 Oct 2011 04:02:00 +0000</pubDate>
		<dc:creator>Haim Toeg</dc:creator>
				<category><![CDATA[Metrics]]></category>
		<category><![CDATA[Support Strategy]]></category>

		<guid isPermaLink="false">http://www.haimtoeg.com/?p=782</guid>
		<description><![CDATA[There&#8217;s an excellent post from Bob Champagne discussing the misalignment of strategy and metrics. I frequently seen this practice in employee objectives and evaluation as well as in job postings. It is not uncommon to see an enterprise software company &#8230; <a href="http://www.haimtoeg.com/?p=782">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<title>Who Are You Serving?</title>
		<link>http://www.haimtoeg.com/?p=732&#038;utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=who-are-you-serving</link>
		<comments>http://www.haimtoeg.com/?p=732#comments</comments>
		<pubDate>Sun, 23 Oct 2011 05:18:52 +0000</pubDate>
		<dc:creator>Haim Toeg</dc:creator>
				<category><![CDATA[Service Theory]]></category>
		<category><![CDATA[Support Strategy]]></category>

		<guid isPermaLink="false">http://www.haimtoeg.com/?p=732</guid>
		<description><![CDATA[Every once in a while we encounter a discussion that attempts to apply concepts from the consumer environment to the enterprise, without giving much thought to the differences between the two. I wanted, therefore to share an academic paper (pdf) &#8230; <a href="http://www.haimtoeg.com/?p=732">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<title>How to Irritate Your Customers Without Even Trying</title>
		<link>http://www.haimtoeg.com/?p=672&#038;utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=how-to-irritate-your-customers-without-even-trying</link>
		<comments>http://www.haimtoeg.com/?p=672#comments</comments>
		<pubDate>Thu, 13 Oct 2011 22:33:19 +0000</pubDate>
		<dc:creator>Haim Toeg</dc:creator>
				<category><![CDATA[Customer Relations]]></category>
		<category><![CDATA[Poor Service]]></category>
		<category><![CDATA[Support Management]]></category>

		<guid isPermaLink="false">http://www.haimtoeg.com/?p=672</guid>
		<description><![CDATA[Evernote is an innovative service that allows users to clip webpages and other files, tag and store them centrally, and then search and access from anywhere. I have been a paying user for a long time and am generally pleased &#8230; <a href="http://www.haimtoeg.com/?p=672">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<title>Are You Making Your Customers Work Too Hard?</title>
		<link>http://www.haimtoeg.com/?p=639&#038;utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=are-you-making-your-customers-work-too-hard</link>
		<comments>http://www.haimtoeg.com/?p=639#comments</comments>
		<pubDate>Mon, 10 Oct 2011 04:43:57 +0000</pubDate>
		<dc:creator>Haim Toeg</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

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		<description><![CDATA[Over a year ago, The Harvard Business Review published an article titled &#8220;Stop Trying to Delight Your Customers&#8221; (caution &#8211; pdf, subscription required). In this article, the authors make the observation that improving service beyond a certain point does not &#8230; <a href="http://www.haimtoeg.com/?p=639">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<title>So You Think You Can Delight Your Customers With Break Fix Service?</title>
		<link>http://www.haimtoeg.com/?p=598&#038;utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=so-you-think-you-can-delight-your-customers-with-break-fix-service</link>
		<comments>http://www.haimtoeg.com/?p=598#comments</comments>
		<pubDate>Tue, 04 Oct 2011 05:09:03 +0000</pubDate>
		<dc:creator>Haim Toeg</dc:creator>
				<category><![CDATA[Customer Relations]]></category>

		<guid isPermaLink="false">http://www.haimtoeg.com/?p=598</guid>
		<description><![CDATA[[This post touches on a few aspects of service theory and is therefore a little more academic than usual.] I have, for a long time, supported the position that it is impossible to delight customers in a break-fix service setting, &#8230; <a href="http://www.haimtoeg.com/?p=598">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Automatic Case Closing, Good Idea Or Not?</title>
		<link>http://www.haimtoeg.com/?p=563&#038;utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=automatic-case-closing-good-idea-or-not</link>
		<comments>http://www.haimtoeg.com/?p=563#comments</comments>
		<pubDate>Thu, 22 Sep 2011 02:13:37 +0000</pubDate>
		<dc:creator>Haim Toeg</dc:creator>
				<category><![CDATA[Customer Relations]]></category>
		<category><![CDATA[Support Management]]></category>

		<guid isPermaLink="false">http://www.haimtoeg.com/?p=563</guid>
		<description><![CDATA[Closing cases automatically is a highly debated topic in almost every support forum. In a previous post I wrote about closing cases before receiving the customers&#8217; consent for doing so. That post was written from a purely high-complexity, enterprise support &#8230; <a href="http://www.haimtoeg.com/?p=563">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Support Managers: How much do you owe?</title>
		<link>http://www.haimtoeg.com/?p=520&#038;utm_source=rss&#038;utm_medium=rss&#038;utm_campaign=support-managers-how-much-time-do-you-owe</link>
		<comments>http://www.haimtoeg.com/?p=520#comments</comments>
		<pubDate>Wed, 14 Sep 2011 05:25:17 +0000</pubDate>
		<dc:creator>Haim Toeg</dc:creator>
				<category><![CDATA[Metrics]]></category>

		<guid isPermaLink="false">http://www.haimtoeg.com/?p=520</guid>
		<description><![CDATA[Agile practitioners have been discussing technical debt for a while, using this term for the gap between the investment in software development and the business value derived from that same software. After being introduced to the term and the concept &#8230; <a href="http://www.haimtoeg.com/?p=520">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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