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.
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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.
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