Peter J. McGarahan: Resolution Ownership - It Matters for BSM!

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"You Answer It; You Own It!"

A customer-focused service culture designed with the customer in mind will quickly benefit from the practice of Total Contact Ownership (TCO), where there is no ambiguity of ownership and direct accountability when it comes to the customer experience and ultimate satisfaction.

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This page contains a single entry by Christian Sarkar published on May 13, 2010 3:24 AM.

BSM: Developing a Business Impact Statement was the previous entry in this blog.

IBM's Strategy for Business-Oriented Service Management is the next entry in this blog.

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