Look through the customer's lens and see

Blogs I read

18 September 2012

Look through the customer's lens and see

Train, provide feedback and deliver services remotely
Bob Newman, Vice President of Service Delivery, ViaWest 1278_ 9/18/12 - ViaWest operates in 5 states around the country with offices in Colorado, Texas, Nevada, Utah, and Oregon and their ability to virtually manage their teams and deliver their services is something they're proud of. With a wealth of experience in high-level operations management and team development, Bob Newman leads ViaWest’s service delivery group. Newman joined ViaWest’s senior management group in the fall of 2010. He said, "We do have a structure on training that enables us to train remotely, to provide feedback remotely and to deliver our services across those states. Our customers expect that the technology will deliver and is capable of delivering the technical service that they expect. But when you overlay the Culture of Service on top of that, which Bob believes is, 'feelings first and facts second' - which has worked for Bob in his career and he sees it here at ViaWest. What that is, you look through the customer's lens and see what are the implications to their business when technology goes awry, and that happens with every customer. When it does go awry how quickly can you assess, isolate and bring that back up - that culture emanates from our senior management team all the way down to the individual contributor. The entrepreneurs roots of Roy Dimoff and Nancy Phillips permeates throughout the organization as well and that is, we know who our customers are. And we don't pull out the contract and beat our customers over the head to deliver on services. We want our customers to be successful." Listen for more…
RELATED LINKS: ViaWest || Software Channel 2012 || Software Channel 2011 || Blog || KEYWORDS: Bob Newman, ViaWest, Hosting, Service Delivery, Roy Dimoff, Nancy Phillips, Entrepreneurs, Training, Feedback, Post Action Auto Review Board bytes=6552662
LISTEN TO: Bob Newman, V.P. of Service Delivery, ViaWest

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