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When the break is over, will you be ready to play again? - Heverton Anunciação - ContactCenterWorld.com Blog

When the break is over, will you be ready to play again?

This is a serious question: will you and your company be prepared for the next pandemic? On average one has been happening every 28 years:

  • 2020 — Corona Covid19
  • 2010 — H1N1
  • 1980 — HIV / AIDS
  • 1922 — Typhus
  • 1917 — Spanish Flu
  • 1896 — Variola
  • 1850 — Tuberculosis
  • 1824 — Cholera
  • 1353 — Bubonic Plague

However, the current pandemic revolutionizes everything in the corporate world. Only liquid companies will remain. I explain, the concept of liquid modernity was developed by the Polish sociologist Zygmunt Bauman and concerns a new era in which social, economic and production relations are fragile, fleeting and malleable, like liquids.

And I believe that this also applies to companies, their technologies, processes, and professionals.

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Faced with this premise, what kind of professional profile is there for companies that will prepare for the second half of this business world game?

In my humble guess, I would try to assemble the following team that companies should seek. Logically, the cachê and the salary of these players can be expensive but look for their characteristics than in their recruitment processes.

In the team’s defense area:

John Luongo, co-inventor of Customer Success in the CRM industry. Worry about what the game’s audience wins and not just the company.

Don Peppers, the father of CRM taking care of retention and that no-churn, that is, no customer gets lost.

In the team’s midfield area:

- Sérgio Moro. Every company should play fairly and honestly in any kind of game.

- Papa Francisco. Many old corporations are reluctant to change because they are addicted to cultures that are no longer justified.

Charlie Chaplin. This game is essential to make the game happy and relaxed. The company has to be human. And in making a mistake, apologize and don’t hide it. The company must laugh at itself.

Mahatma Gandhi. He has the most important skill of negotiating, and better yet, without violence and evil. Essential ability within corporations, preventing only one ego from winning, but all professionals.

In the team’s attack area:

Muhammad Yunus. He has not only thought about his match, but he believes that everyone and all classes should participate in the business game.

Bill Gates. There is an expression called “tying your boots” which means retiring, but that doesn’t stop the company from stopping and getting lazy. He has prepared his replacements and is donating money so that new players from the business world will form partnerships throughout the business.

Jeff Bezos: the best option for attacking and scoring goals, because it doesn’t matter what’s left behind. Score with “beak”, but do it. Stop decorating and pass the ball to another goal if you have to.

- Steve Jobs: the best pass inventor of the game so that others can play beautifully. Innovating and reinventing himself every time they tried to take him down during the game.

- Tim Berners Lee. By inventing that companies should tear down their borders and go into the world, he ended up forcing that there is no market and no safe game. The game is no longer just in a closed stadium, but is open and for everyone to watch and participate in.

In coordination and as coach of the team, Peter Drucker still has a lot to teach us, however, we have not practiced.

Shall we play?

Heverton Anunciacao, The CRM Guy

Publish Date: May 3, 2020 3:46 PM

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