A Man After My Own Heart
Service providers - like software engineering is an art - anyone can deploy a switch, anyone can expedite an order on the new switch. Not everyone can operationalize an offer that is both flexible and maintainable.Flexibility is important as customer always want more and equipment vendors always deliver more features.Maintenance is really important when it comes to a service fault that occurs at 3am during a long weekend.
A service is not something you can touch, it's the experience and customer satisfaction is its metric.Advanced solutions are an art, anyone can propose a solution, not everyone can deliver one that meets customer needs while still being economically feasible.
After a day of training, and discussing the challenges of reinventing yourself, making sure the rest of the organization can follow suit,and knowing that you have to act as an agent of change from within, it's a good sign that others are thinking the same things. Global Crossings folks are thinking about life as a service provider. At one time, they were all about pipes - maybe with a global footprint, but pipes ;-) And now, it looks like their mindshift is taking hold, with VoIP, and customer assurance and innovation.
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