While the primary focus of applying EDM to customer service should not be cost containment or reduction, there is still a role for EDM in managing costs. For instance:

Many companies are not aware of the different roles that various departments in their organization will fill when they begin to work with an outside SEO firm.  What follows is a demonstration, in play form (bear with me), of which internal departments are involved in a typical SEO campaign and why. It also demonstrates some of the resistance that may be felt by those departments as well as what valuable contributions a company can make to help its SEO firm craft a successful campaign.

The Players

If you have no defined strategy then what ever tactics you employ probably won’t meet your goals. How many of us in the information security business bought a product, tool, policy or process from a company because we needed to meet a legal requirement, a passing interest in a neat new toy, or a recommendation from a group or consultant without really visualizing how it will fit into our strategic and tactical goals for the company?

I’ve been catching up on some reading and found the comments to a post from Dana very interesting.

Here’s a summary (although the comments are worth a read):

Sometimes after you secure IT service contracts, you might be afraid that your customers might give you more than you can handle, or that you won’t be able to deliver service on time.

As IT specialists, a big way to differentiate yourself is to make sure that you’re branding your company. Focus on selling your company name with its new industry twist.