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The IT Service Desk in the Age of the Customer

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I’m going to hit you with some bold numbers:

  • 53 percent of customers would rather research on their own and make their own decisions rather than talk to a sales representative, and 65 percent prefer word of mouth.
  • 80 percent of companies think they offer great customer service — but only eight percent of customers agree!

Customers are getting sick of dealing with companies shoving how great they are down their throats, and will turn and run if they get a whiff of a sales pitch — but, if they do invest, they want to know that the companies they put their money into actually care. It’s a delicate balance that shows just how much social networks and review sites have empowered the customer, and how much customers crave a human touch that focuses on education rather than selling.

You may be thinking, “Why should I care? I’m only in IT.” But here’s why you should care: Approximately 80 percent of a business’ revenue comes from just 20 percent of their total customer base. This means that it should be the business’ top priority to make their customers happy and keep them coming back. As an IT professional, you have a unique insight into what the customers are thinking and feeling; it’s already a part of your DNA and processes to receive feedback based on your services.

SOURCE: samanage.com

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Birger is a Senior Business Consultant at Secorigo. Birger’s has a background as Principle Manager, Compliance & Optimization a the COMPAREX SAM-team in Denmark, where the primary responsibility was SAM-advise and analysis for several of the top 10 companies in Denmark.

Birger has for the past 10 years worked with software consultancy in both ITAM and ITIL areas, and is presently focused on SAM and the business perspective. He has vast experience in optimization of cost savings, processes and procedures. Birger is a certified trainer and has a unique ability to convey complex information in an simple and understandable way. Furthermore Birger has the great ability to think out of the box whilst maintaining focus on the task. This results often in new perspectives and alternative angles on well-known situations and challenges.

Besides all of this Birger is the main architect behind ITAMOrg education materials. Together with Jan Oberg, Director of ITAMOrg, Birger has spearheaded the development of both our Software Asset Management- and IT Asset Management Foundation course and certification. Birger is also one of the foremost trainers in ITAMOrg.

Birger is educated in Computer Science with specialties in e-commerce and IT-strategy. This high level of competencies is continuously developed and maintained through numeric courses and certifications

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