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CUSTOMER SUPPORT AND KNOWLEDGE MANAGEMENT AT MICROSOFT MGS 3040-05 Text Pages-59 GROUP E Scudiero, Samantha Timpson, Pablo Torstrup, James J Yasin, Modassar
CUSTOMER SERVICE 1. The best customer service is: no service at all because that proves that the product works and fulfills the customers needs 2. BENEFITS AND COST OF MICROSOFT USER GROUPS - It helps them gain knowledge about their products - They can clearly recognize problems by the questions users are posting in the newsgroup - Microsoft employees can also post answers to
questions, it helps them connect with their customers 3. ANSWERING QUESTIONS Users bother to answer other users' questions because it helps them out in the long-run since in the future they may need help with a problem on the product of their own. If I managed a group of technical personnel I would want them to spend at least six hours a day helping to solve other peoples' problems.
I can control such activities by monitoring my group of personnel on a daily basis. Microsoft Newsgroups 4. Microsoft Newsgroups let you discuss issues with others who use Microsoft Products, including advice from Microsoft Most Valuable Professionals (MVPs). You can Read interesting posts, search for specific topics, answer a question, or post your own questions to the group on a computer network.
Dangers of supporting a newsgroups: Bad publicity Poor product performances Technical issues with software and products - gaining more concerned customers and complaints could discourage others to buy the products or services.
I believe Microsoft edits or censors the news group postings and they should be able to do so because of using offensive language and also could lie about solutions to the problems as well as lie about product technical issues to defame the product. 5. Supporting User Groups Benefits: Solving issues Superior customer service Inexpensive
Costs: Salaries Setting up meetings for employees to acknowledge them and assign problems and new developments for solutions 6. Dangers to Microsoft in supporting a user group
Lack of participation from the public Users can backfire at Microsoft by not participating in user groups and Microsoft could offer more money to exert over such groups. 7. BENEFITS FROM JOINING A USER GROUP
Learn about new ideas, new technologies coming out They are able to discuss problems that may arise, and any new developments as well as any other issues related to the User Group. 8. List the benefits and costs to Microsoft in supporting the MVP program. Consider both support and marketing benefits.
Microsoft not only gets notice through other people besides their own company members, but they can also gather attention from others by letting them act as ambassadors to Microsoft. 9. Why, besides the chance to meet Bill Gates, would someone want to become an MVP? What benefits accrue with that status? Working with top executives in Microsoft Provide input into Microsofts decision making and product design
Attend conferences with top end executives from all sorts of businesses to promote yourself in the technology world 10. INFORMATION SYSTEM USED BY MICROSOFT Web-based system Blogs Newsgroups Forums Webcasts
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