Bruce McCully describes how Dynamic Edge harnesses its employees knowledge about its customers to create unique service offerings that resist the commoditization inherent in globalization.
In this segment (download iPod compatible, 42MB), Bruce McCully and I discuss Dynamic Edge's knowledge and customer management and how the two help them resist the commoditizing force of globalization. A central component of Dynamic Edge's business is to stay close to the customer and simultaneously provide them a level of expertise that is not available within their company. A difficult trick in this type of business then is to have good internal communication while maintaining a high degree of client contact. Dynamic edge uses a number of tools to this end:
- A wiki acts as a sort of note board for what is going on in the company.
- A Google Mini search appliance allows Dynamic Edge to quickly find relevant information in documents stored on the network.
- IM and voice over IP allows team members to stay in touch and communicate about undocumented items.
- Finally, Dynamic Edge assigns one person as the principal contact for each customer so that a coherent interface is maintained.