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You have to be willing to walk away from a situation that looks attractive on paper but the customer isn’t willing to think of it as a long-term relationship. A customer relationship doesn’t mean that you compromise your own profitability to provide every single customer platinum-level care at silver-level cost. It doesn’t mean that you do whatever each individual wants all the time. Customer focus is a philosophy that drives your product development, support service operations, marketing, and corporate culture.

With a high percentage of technology, the speed from idea to business case to functional specification to implementation needs to be far faster than it is today. Even if technology alone were enough, I have yet to see what I consider a silver bullet. There is such a wide variety of technologies required, including knowledge management systems, self-service systems, and predictive modeling and churn analysis systems, that no one development shop can provide a complete solution. Many of these technologies integrated together in conjunction with the right human capital, the right processes, the right technology, and the right infrastructure, however, can yield significant result.

The customer management outsourcing industry has continued to evolve, and several key segments of competition, each with inherent benefits and risks to potential clients, have emerged: • Aggressive pricers: These firms have reacted to the current environment by stripping out as many cost components as possible in order to offer the lowest price and a basic, commoditized service. Obviously, the benefit is a very attractive initial base price at a time when cost savings are critical to clients. The risk, however, is that these providers are forced, generally, either to take the financial punishment associated with low or negative margin – thus sacrificing financial stability – or boost margins by identifying additional billable events after a program has launched.

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Efficient Authentication and Signing of Multicast Streams over Lossy Channels by Perrig, Canetti, Song, Tygar

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