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	<title>Pivot Point Solutions &#124; Pragmatic Approaches to Improving the Customer Experience</title>
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		<title>Why Getting Rejected is So Great for Relationships</title>
		<link>http://pivotpointsolutions.net/2009/11/18/why-getting-rejected-is-so-great-for-relationships/</link>
		<comments>http://pivotpointsolutions.net/2009/11/18/why-getting-rejected-is-so-great-for-relationships/#comments</comments>
		<pubDate>Wed, 18 Nov 2009 13:13:57 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Influential Factors - Helpful]]></category>
		<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[When to Deliver Customer Service]]></category>
		<category><![CDATA[Communication]]></category>
		<category><![CDATA[Relationship]]></category>
		<category><![CDATA[Trust]]></category>
		<category><![CDATA[Truth]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=155</guid>
		<description><![CDATA[The software industry is faced with a challenge common to other industries; too many good ideas, and not enough time and money to implement them all.  This simple fact can hinder customer service if handled poorly.  When examining customer feature &#8230; <a href="http://pivotpointsolutions.net/2009/11/18/why-getting-rejected-is-so-great-for-relationships/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://pivotpointsolutions.net/2009/11/18/why-getting-rejected-is-so-great-for-relationships/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
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		<title>Too Big to Manage = Too Big to Succeed!</title>
		<link>http://pivotpointsolutions.net/2009/11/13/too-big-to-manage-too-big-to-succeed/</link>
		<comments>http://pivotpointsolutions.net/2009/11/13/too-big-to-manage-too-big-to-succeed/#comments</comments>
		<pubDate>Fri, 13 Nov 2009 23:44:34 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Influential Factors - Harmful]]></category>
		<category><![CDATA[Influential Factors - Helpful]]></category>
		<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[Why Bother with Customer Service]]></category>
		<category><![CDATA[Acquisition]]></category>
		<category><![CDATA[Complexity]]></category>
		<category><![CDATA[Process]]></category>
		<category><![CDATA[Quality]]></category>
		<category><![CDATA[Sales]]></category>
		<category><![CDATA[Word of Mouth]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=190</guid>
		<description><![CDATA[In MIT’s Sloan Management Review Julian Birkinshaw and Suzanne Heywood miss an opportunity at a fun knock-out title, so I’ll take it.  However, the content is an excellent view into how complexity can negatively impact a business’s ability to function &#8230; <a href="http://pivotpointsolutions.net/2009/11/13/too-big-to-manage-too-big-to-succeed/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://pivotpointsolutions.net/2009/11/13/too-big-to-manage-too-big-to-succeed/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
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		<title>Third World or Disney World?</title>
		<link>http://pivotpointsolutions.net/2009/11/05/third-world-or-disney-world/</link>
		<comments>http://pivotpointsolutions.net/2009/11/05/third-world-or-disney-world/#comments</comments>
		<pubDate>Fri, 06 Nov 2009 02:01:30 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Influential Factors - Harmful]]></category>
		<category><![CDATA[Influential Factors - Helpful]]></category>
		<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[Communication]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Needs]]></category>
		<category><![CDATA[Value]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=170</guid>
		<description><![CDATA[I urge you to read an article titled “At the Base of the Pyramid”.  I disagree with much of it, but I guarantee a thought-provoking article. For instance: P&#38;G states that “the real hurdle to cross when introducing a new &#8230; <a href="http://pivotpointsolutions.net/2009/11/05/third-world-or-disney-world/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Call Me a Skeptic</title>
		<link>http://pivotpointsolutions.net/2009/11/01/call-me-a-skeptic/</link>
		<comments>http://pivotpointsolutions.net/2009/11/01/call-me-a-skeptic/#comments</comments>
		<pubDate>Sun, 01 Nov 2009 19:43:54 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[How to Deliver Customer Service]]></category>
		<category><![CDATA[Influential Factors - Helpful]]></category>
		<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[Communication]]></category>
		<category><![CDATA[Costs]]></category>
		<category><![CDATA[Interaction]]></category>
		<category><![CDATA[Value]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.wordpress.com/?p=129</guid>
		<description><![CDATA[I’m all for efficiency.  But if your definition of service efficiency is to replace listening with copying, as it seems to be with Spoken Communications Inc. who recently announced plans to acquire GotVoice, you haven’t done much to improve customer &#8230; <a href="http://pivotpointsolutions.net/2009/11/01/call-me-a-skeptic/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Snatching Victory from the Jaws of Defeat</title>
		<link>http://pivotpointsolutions.net/2009/10/14/snatching-victory-from-the-jaws-of-defeat/</link>
		<comments>http://pivotpointsolutions.net/2009/10/14/snatching-victory-from-the-jaws-of-defeat/#comments</comments>
		<pubDate>Thu, 15 Oct 2009 00:48:03 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[How to Deliver Customer Service]]></category>
		<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[When to Deliver Customer Service]]></category>
		<category><![CDATA[Communication]]></category>
		<category><![CDATA[Process]]></category>
		<category><![CDATA[Relationship]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.wordpress.com/?p=115</guid>
		<description><![CDATA[If your company is like most you have problems with customer service.  Those problems may emanate from poor products, over-sold capabilities or legitimately bad service itself. Despite our efforts to get service right we all inevitably have problems.  It makes &#8230; <a href="http://pivotpointsolutions.net/2009/10/14/snatching-victory-from-the-jaws-of-defeat/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://pivotpointsolutions.net/2009/10/14/snatching-victory-from-the-jaws-of-defeat/feed/</wfw:commentRss>
		<slash:comments>3</slash:comments>
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		<title>Apollo Astronauts and Outsourcing</title>
		<link>http://pivotpointsolutions.net/2009/09/15/apollo-astronauts-and-outsourcing/</link>
		<comments>http://pivotpointsolutions.net/2009/09/15/apollo-astronauts-and-outsourcing/#comments</comments>
		<pubDate>Tue, 15 Sep 2009 18:08:06 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[How to Deliver Customer Service]]></category>
		<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[Culture]]></category>
		<category><![CDATA[Employees]]></category>
		<category><![CDATA[Outsourcing]]></category>
		<category><![CDATA[Process]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.wordpress.com/?p=93</guid>
		<description><![CDATA[I’ve spent a fair amount of time writing about costs and people lately and a quotation attributed to Alan Shepard (the astronaut) came to mind that sums up the pivot point perfectly. Alan Shepard, was reported to say of his &#8230; <a href="http://pivotpointsolutions.net/2009/09/15/apollo-astronauts-and-outsourcing/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://pivotpointsolutions.net/2009/09/15/apollo-astronauts-and-outsourcing/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Why Pivot Point?</title>
		<link>http://pivotpointsolutions.net/2009/06/14/why-pivot-point/</link>
		<comments>http://pivotpointsolutions.net/2009/06/14/why-pivot-point/#comments</comments>
		<pubDate>Sun, 14 Jun 2009 00:36:36 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Value]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.wordpress.com/?p=3</guid>
		<description><![CDATA[The Internet is littered with information regarding customer service and care, and the experience.  Some is well-researched and written, but little is actually useful.  The chief shortcoming is its extremism.  If your mantra is “give the customer what they want” &#8230; <a href="http://pivotpointsolutions.net/2009/06/14/why-pivot-point/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
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