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batye
batye
6/13/2016 5:21:00 AM
User Rank
Platinum
Re: Masergy Communications
@dcawrey I would add - knowing your customers is good but also to know and comprechend what customers wants it important... - how I see it...

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Michelle
Michelle
5/31/2016 11:39:10 AM
User Rank
Platinum
Re: Masergy Communications
@dc I agree. I look forward to a day when top quaility customer support is accepted as the best way to manage a large user base.

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dcawrey
dcawrey
5/30/2016 5:12:12 PM
User Rank
Platinum
Re: Masergy Communications
It's good to hear from someone at the top how important the customer experience is. At the point we're at with networks today, offering superior customer support is a big differentiator, especially when you've got users screaming in your ear :)

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ms.akkineni
ms.akkineni
5/28/2016 8:37:31 PM
User Rank
Platinum
Re: Masergy
Just to add: Gathering customer feedback and analyzing the gaps should be an on going process. The outcome of the gap anaysis should continually feed into  one's R&D / innovation group. That really ensures that all gaps are addressed and customer's expectatons are met.

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dlr5288
dlr5288
5/27/2016 11:27:34 AM
User Rank
Platinum
Re: Masergy
That's the thing though. If companies actually took the time to et to know their customers, what they wanted and what they needed. The companies wouldn't have to lower prices all the time and have these ridiculous deals going on. Their customers would be happy and satisfied so they wouldn't mind paying a little extra.

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freehe
freehe
5/26/2016 4:08:33 PM
User Rank
Platinum
Masergy
afwriter, I agree. None of the companies actually understand how to build a better customer experience. They are misinformed, mislead or simply don't take the time to truly understand what their customers want and need. If all companies did this they revenue will increase dramatically and they would have to use tricks, gimmicks and price gauging to earn revenue or keep customers.

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JohnBarnes
JohnBarnes
5/25/2016 7:20:24 PM
User Rank
Platinum
Advanced and yet already almost behind
The claim that they'll be going from 5 virtual devices to 100 in their app store is impressive but it's also curiously already-archaic.  Within 3 years or so, the number of available virtual devices is likely to be effectively infinite, as they all become feature arrays rather than physical device simulators. And this will happen with pretty well all NFV providers.

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afwriter
afwriter
5/25/2016 3:11:15 PM
User Rank
Platinum
Re: Masergy Communications
Isn't that how it always goes?  Companies care more about their bottom line than their customer care and don't seem to realize that the two go hand in hand. 

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clrmoney
clrmoney
5/25/2016 11:21:32 AM
User Rank
Platinum
Masergy Communications
Masergy needs better cutomer support if they want to coninue growth in their business so they will have increased revenue.

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