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Published on: January 2004
Type of content: WHITE PAPER
Format: Adobe Acrobat (.pdf)
Price: FREE

Overview:
Most customer support operations spend the vast majority of their time focusing on their business processes, and little if any time focusing on the core values that define their corporate culture. But history and research both show that these values are the single greatest factor in your success or failure. These values drive tangible factors such as customer satisfaction levels, employee productivity and turnover, and even the ROI of automation initiatives such as CRM projects.

A key function of support leadership is creating and maintaining a successful corporate culture - and the process is much more specific and practical than defining missions and visions.

This white paper examines what drives the corporate cultures of successful support operations, and seven roles that leaders play in managing these cultures:

- The Strategists: Driving operational excellence
- The Motivators: Creating a positive working environment
- The Teambuilders: Getting the best from your human capital
- The Nimble: Building an infrastructure for change
- The Customer Champions: Building a service-driven culture
- The Passionate: Customer support as a way of life
- The Visionaries: Leadership with a higher purpose

Every company faces hundreds of individual business decisions every day, and each of these decisions represents a fundamental conflict - between human nature, and core values that transcend this human nature. Support operations who understand this principle run more successfully, more efficiently, and help their companies gain a strategic competitive advantage in their marketplace. By knowing the values that guide these seven types of support leadership, help desks of any size can take practical steps to create a successful corporate culture in their own business environment.