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Title:Turnaround at Novell : Taking Customer Service From Cost to Profit
Series:(Best Practices Series)
Author:Nova Vista Editors
ISBN:9077256113 : 9789077256114
Illustrations:15 charts & models
Format:Paperback
Size:185x210mm
Pages:112
Weight: .278 Kg.
Published:Nova Vista Publishing - February 2006
List Price: 10.95 Pounds Sterling
Availability:In Print
Subjects:Customer services


A fast-reading look at the remarkable transformation at Novell, whereby customer service was changed from a cost center to the leading profit division in the company. Told in human terms, the lessons about sustainable change are easy to learn; the bottom line results speak for themselves.

Introduction -- Transforming Customer Service; Setting the Stage; Picking a Partner; Training Sceptics and Supporters; Learning Key Concepts; Integrating: Expansion, Reinforcement and measurement; Lessons Learned; Index.