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For nearly a decade, much ado has been made of customer loyalty. But after all these years, companies that have
mastered customer service are still the exception -- certainly not the rule. The game gets tougher for global companies with
customers around the world. With the trend toward call center consolidation, they tangle with multilingual call-routing systems,
multiple countries' telecom and currency systems and cultural differences that refuse to be mollified. It doesn't get any easier
on the receiving end, particularly when it comes to software support. The biggest issue: finding business models that enable local
service providers to share in the revenue. In this issue, we explore how global innovators are alleviating their support burden.
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Scoring a multinational contract is cause for celebration. But too many firms would rather sweep the after-sales
issue under the rug: how to support customers in dozens of locations worldwide. And on the buying end, how do
you ensure your software vendor can do the same? Especially as global firms standardize on worldwide systems,
they must ensure consistent software support. We explore both sides of the issue.
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Apparel giant links U.S. designers with mills in Hong Kong. By Sari Kalin Link to archived story |
 Kathryn Shipman |
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StarMedia aims fresh content at Latin American Internet fans. By Jeffery D. Zbar Link to archived story |
Notes from around the globe Link to archived stories |
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Information technology is center stage in forming a healthy bond with local government. By Edward Mozley Roche Link to archived story |
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