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Boss Mentality

As a business leader or a member of a team, it’s important to always be looking for new ways to communicate and collaborate. Debra Benton’s insightful book How to Think Like a CEO shares tools and tips for professional collaboration with senior managers and gives examples of a good CEO mindset.


Whether you’re the boss or an employee who wants to work in harmony with your boss, you cannot make major breakthroughs for your organization unless you figure out what is going on in your (or your boss’s) mind.

Have you ever thought about how a leader thinks when deciding to invest in solutions that will attract and retain customers, the lifeblood of your company? Let’s say that you, as the customer relationship manager, want to integrate next4biz into your organization, but you must first obtain your boss’s approval. How can you make that happen?

Here are a few tips and a lot of tools that will make things easier:

Bosses have the ability and the authority to make decisions for their organizations based on the information they receive after asking the right questions, even if the subject is outside of their areas of expertise. That is why you must start by preemptively identifying the questions that may be going through your boss’s mind and finding the correct answers. If you want your boss to approve your decision to integrate the next4biz Customer Relationship Management module, here is a simple guide (shout-out to Simon Sinek!):

1. Start with WHY
2. Continue with HOW this will solve problems
3. Finally, explain WHAT you will achieve

Now, let’s answer the questions your boss is likely to ask:

1. WHY should we manage our customer service with next4biz?

* To ensure seamless, holistic communication with customers through all existing and potential communication channels;
* To recognize customers on all channels and identify why they want to connect;
* To categorically record all customers’ demands and problems regarding your products, no matter which channel they come from;
* To prepare step-by-step scripts for call center agents to follow up and to add these scripts on their agent screen;
* To ensure that agents correctly identify customers’ problems;
* To resolve a significant portion of common issues in a matter of minutes, without human touch, utilizing artificial intelligence;
* To automatically forward problems to the right person within the company and to ensure the resolution process is followed step by step;
* To ensure everyone knows what to do when a customer request is forwarded to the back office team;
* To create a organizational memory that includes solutions to customers’ problems, updated in real time and accessible to all employees;
* To manage customer service processes on a single, holistic, end-to-end system;
* To ensure that managers are informed immediately and can take measures if a delay occurs in the resolution stages;
* To instantly and automatically inform customers about the status of their issues;
* To ensure that users in the business unit can instantly implement changes in the customer relationship management software without any technical support;
* To integrate your customer relationship management systems with all other corporate systems and business applications on a single screen;
* To be able to turn on your computer and monitor the progress of customer service issues with advanced charts;
* To analyze the real root causes of customer questions and problems in detail when required and to take the necessary steps to solve them;
* To ensure that customers can easily find answers to all their questions on the website with an internal Google-like search engine without having to contact the call center;
* To ensure that customers can log and monitor their own issues instead of contacting the call center;
* To monitor the service quality provided to customers in real time;
* To ensure service continuity and information security by storing customer data in Turkey in compliance with international customer service standards, national legislation, and the LPPD.

2. HOW will next4biz offer solutions?

next4biz will offer customer service solutions in 10 main areas. These solutions are:

Omnichannel communication: Infrastructure for simultaneous, integrated, and holistic communication with customers on all communication channels
Categorical infrastructure: Infrastructure for categorizing customer issues and managing them with custom forms and workflows
Artificial intelligence support: Deep learning technology that categorizes customer issues correctly and automatically creates solutions for a significant portion of them
Self-service: A website extension that enables customers to log and monitor issues on their own
Process-based end-to-end management: Single-platform, defined, real-time process management technology for customer issues
No-code adaptation: A web-based administration panel for no-code adaptation and customization
Flexible integration: Infrastructure that can be integrated with all eligible systems
Compliance with standards: Full compliance with international and national standards and laws (GDPR/LPPD, IYS, ISO 10002, ISO 27001, etc.)
Dashboard and reports: Industry-standard dashboards and customizable reporting infrastructure
Local and onsite support: Product development and support teams in Turkey, and servers in the Turkish data center

3. WHAT will next4biz change? WHAT will we achieve?

The answer to this question may be different for different organizations. However, we can summarize areas of change for all organizations by grouping them with the aforementioned solutions:

Thanks to the omnichannel communication infrastructure, we will be able to:
* Interact with customers through all communication channels
* Manage communication on all channels holistically and simultaneously
* Establish a common ground between the call center, mobile application and web store
* Send automatic notifications to customers about their issues
* Communicate according to the customer’s communication preferences
* Use up-to-date communication channels such as live support, chatbot, and WhatsApp

Thanks to the categorical infrastructure, we will be able to:
* Separate and categorize customer issues according to their subjects using artificial intelligence
* Create issue records with category-specific forms
* Solve problems faster via the creation of full issue records
* Manage issues with category-specific workflows
* Forward issues to specific people or groups for each category
* Carry out an overall analysis of problems for each category
* Correlate issue types, subjects, and solutions
Thanks to artificial intelligence support, we will be able to:
* Direct agents to correctly categorize customer issues
* Automatically determine issue categories
* Automatically respond to customer issues categorized by artificial intelligence with the responses in the knowledge base
* Forward issues categorized by artificial intelligence to automatic processes
* Accelerate issue resolution
* Improve issue resolution quality
* Reduce operational error risks
* Eliminate customer dissatisfaction caused by delays and incorrect transactions
* Reduce the customer service agent’ turnover rate
* Reduce personnel expenses and operational expenses

Thanks to self-service:
* Customers can log their issues directly with the extension on our website
* Customers can create issue records with forms containing the necessary information fields for each category
* Issue resolution will be accelerated and improved since issues will be recorded with full information
* The issue entry workload of the call center and customer service teams will be reduced
* Misunderstandings during audio issue entry and the risk of operational errors will be eliminated
* Issues will directly trigger processes by category, reducing the manual workload
* We will be able to share up-to-date information with customers on the website and mobile application thanks to real-time updates of the knowledge base
* The number of unnecessary calls will be reduced, as customers will look up answers to their questions in the knowledge base first

Thanks to the process-based infrastructure, we will able to:
* Manage customers’ issues with processes according to the relevant categories
* Automatically assign issues to defined processes
* Stop monitoring business processes at all levels
* Manage all issues with service-level targets
* Design step-by-step, category-based agent dialogs
* Define the questions to ask the customer and the information to be received
* Reduce the risk of service disruptions and incomplete information, and seize the opportunity to cross-sell
* Automatically warn the relevant managers in case of delays, and assign responsibility for issue resolution to the top manager
* Follow the history of all issues transparently on a single chart
* Report reasons for delays and holdings separately
* Analyze unit- and user-based workloads
* Instantly determine problematic categories and workflow steps
* Manage all customer service processes from a single platform

Thanks to no-code adaptation, we will be able to:
* Customize the entire platform for our organization
* Adapt and update the system ourselves without coding
* Implement changes ourselves, without requiring technical support from the IT department
* Avoid consultancy or technical support costs for adaptations and updates
* Avoid hiring additional technical personnel for application management
* Benefit from more effective technology in terms of cost and performance
* Gain a competitive advantage with the momentum achieved via change management

Thanks to flexible integration, we will be able to:
* Integrate with all our corporate applications
* Manage all customer service issues from a single screen
* Improve our service quality thanks to full information and ease of access
* Improve our speed of service by managing processes from a single screen
* Improve the user experience and increase employee satisfaction
* Prevent operational errors caused by record and transaction differences
* Monitor and report all processes holistically
* Ensure that all customer data is unique and up-to-date
* Shorten the orientation process for our users

Thanks to compliance with standards, we will be able to:
* Comply with the international customer satisfaction standards (ISO 10002)
* Comply with the international information security standards (ISO 27001)
* Comply with the international personal data protection standards (BS 10012) and LPPD/GDPR
* Comply with Article 9 of the LPPD for storing customer data in Turkey
* Comply with the social security and business continuity standards (ISO 22301)
* Provide customer service in compliance with international standards
* Use software that meets the most current and reliable standards against potential risks

Thanks to dashboards and reports, we will be able to:
* Monitor all customer service issues at the highest level
* Easily and gradually access information with operational reports
* Prepare custom spreadsheet reports for our organization
* Conduct cause-effect analyses quickly and easily
* Conduct root cause analyses
* Measure operational performance
* Provide input to the performance evaluation system with customer-oriented parameters
* Detect causes of process bottlenecks and intervene immediately
* Conduct category and process analyses
* Easily identify improvement opportunities

Thanks to local and on-site support, we will be able to:
* Receive fast, high-quality platform support directly from the company that owns the product
* Experience the comfort of a secure, continuously monitored system
* Acquire a defined and traceable support service
* Use a platform with constantly evolving and updated features
* Benefit from the customer service experience next4biz has gained through working with hundreds of organizations
* Receive support, guidance, and feedback with no unforeseen or hidden costs

In professional life, managing your superiors is more important than managing your subordinates. Business leaders’ decisions not only contribute to your job satisfaction and working conditions in the organization, but also lay the foundations for its success. Today, customer-oriented digital transformation in businesses requires senior management to make the right technological decisions before anything else. To that end, figuring out your boss’s mindset and decision-making processes is the most critical step in accelerating this transformation.
Gürkan Platin
Gürkan Platin, a graduate of Hacettepe University Management and Organization, worked as a manager in various positions at Mensan, Citibank, Garanti Bank and Credit Registration Bureau, respectively. Platin has been blogging since 1996 and his articles are published in various national and international publications.
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