Technology

Dear CMO, As a measure of customer satisfaction, most KPIs are useless. I especially dislike the key performance indicator emails answered per hour, which is particularly dangerous for your customers. It’s KPIs like this one that lead to low customer satisfaction, resulting in angry posts on social media and blogs. On the face of it, it seems like a great idea. What’s wrong with encouraging your staff to respond to customers as quickly and succinctly as possible? Customers get quick replies, your staff are fast and efficient, and you keep your staffing costs down (because you need fewer staff). The problem lies in the fact that a fast answer is not necessarily a good one. Yes, speed is important. Customers who write to you with simple questions don’t want to wait forever for an...
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I am pleased to share with you that Wow Web Works is now an Allegra company. Allegra’s mission is to Enhance the Value of the Businesses We Serve, and improving our service to you was a key motivator in the final decision to merge with Allegra. I want to let you know that we will still provide the same great service you’re used to, utilizing the same staff that you have always worked with, and with many new experts too. For now, Wow will remain as Wow Web Works but as an Allegra owned and managed company, Brian Kaufman is the company President. He holds degrees in engineering, and in marketing, and his passion is in building sales programs, prospecting programs, and in marketing production for his clients large and small. As a client of Wow, Allegra has many services that you can...
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Dear Client of Reqwired, In 1999, both CE Manager and Reqwired entered the legal market with CLE compliance tracking software. Now, more than 15 years later, as Thomson Reuters discontinues Reqwired, it leaves one solid, premier choice on the market – the only one with over a decade of experience and expertise at calculating and tracking the complexities of CLE rules and requirements across the US – CE Manager. All that remains are newcomers to the market, with little experience at CLE compliance tracking or at CLE data conversions. The strength of CE Manager’s CLE tracking is unmatched. It calculates CLE requirements – and all of their nuances – with detail and precision like no other software, in over 300 jurisdictions worldwide. CE Manager is the only software that is relied...
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uly 23, 2014 A big step today. FreshBooks, the business I co-founded 10 years ago in my parents’ basement, has secured its first round of institutional funding—$30M USD from some of the world’s best investors. This capital will give us the ability to do more faster, and that’s very exciting for you—FreshBooks customers. As a founder, raising growth capital is a personal choice, and I have wrestled with it for years. Will outsiders force us to compromise on our dedication to quality and our excellence in customer service? Will the influence of investors threaten our culture, a culture which last year earned FreshBooks the distinction of the top employer in Toronto—now the fourth-largest city in North America after Mexico City, LA and New York? But that’s not the only struggle I’ve...
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Dear Mr. Brian L. Roberts, Chairman and CEO, Comcast Corporation: I have been known to exaggerate—maybe the piece of mulch I found in my restaurant salad wasn’t the grossest thing I’ve ever seen—but please know upfront that nothing I am about to relate concerning your company is embellished. Last year I attempted to set up Comcast cable and Internet in a new house. In case they didn’t teach you basic business in CEO school, here’s how the arrangement is supposed to work: You provide a service, I pay. Granted, you personally do not need my money, given your reported 2013 income of $31.4 million. However, I assume your company has overhead, which is usually covered by revenue from consumers like me. And if enough of them have difficulty similar to mine, you should be concerned....
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To our customers, Today, Dell shareholders voted to approve the transaction in which I, in partnership with Silver Lake, will acquire Dell and take the company private. The transaction is expected to close before the end of the third quarter of Dell’s FY2014, subject to the satisfaction of customary closing conditions, including regulatory approvals. This is a great outcome for our customers and our company. I couldn’t be more excited about our future together. We are going back to our roots, to the entrepreneurial spirit that made Dell one of the fastest growing, most successful companies in history. We’re unleashing the creativity and confidence that have always been the hallmarks of our culture. We plan to serve you, our customers, with a single-minded purpose and drive the...
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Today, with a majority of Data Domain’s shares owned by EMC, we are pleased to announce that Data Domain and EMC have officially joined forces and become one company. We are excited about the opportunities to accelerate our leadership in the fast-growing next-generation disk-based backup, recovery and archive markets. Our companies already share many customers and business partners, and we intend to enhance and expand these essential relationships. As a result of our business combination, our customers and partners will now have access to an extraordinary portfolio of storage products and services. Deduplication technology is fundamentally altering the way our industry stores, protects and archives data. It has ushered in new economics to long-running storage processes such as...
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To: Mr. Eric Schmidt Chairman of the Board and Chief Executive Officer Google Inc. Mountain View, CA USA 94043 Dear Mr. Schmidt: Google is an innovative company that has changed how people around the world use the Internet. We recognize your company’s many accomplishments and its dramatic impact on our information economy. As data protection regulators mandated to protect privacy rights, we also applaud your participation in discussions in many jurisdictions about new approaches to data protection. However, we are increasingly concerned that, too often, the privacy rights of the world’s citizens are being forgotten as Google rolls out new technological applications. We were disturbed by your recent rollout of the Google Buzz social networking application, which betrayed a...
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Dear Advertisers, We'll just say it: It’s time to improve your mobile advertising. In a medium that’s all about movement, your ads are inert. With consumers accustomed to content tailored to their time, place and interests, most mobile ads are peculiarly one-dimensional. To guarantee the ads you pay for actually appear and look great on all screens, you should insist to your ad agencies that your advertising creative be developed in a mobile-compatible format. And the one open, industry-standard, universal format for building mobile-ready creative is HTML5. Your opportunity has never been greater. Nearly half of the US population has a mobile phone with internet access*, and one out of five pageviews on the web happen on a mobile device - a number that is growing every month...
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