McAfee Case Study - Service Strategies
McAfee Case Study - Service Strategies
McAfee Case Study - Service Strategies
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Agenda<br />
2<br />
• About <strong>McAfee</strong><br />
• Cost-Quality Paradox<br />
— Breaking the Paradox at <strong>McAfee</strong><br />
• Building a Knowledge Management Culture<br />
• Driving the Online Customer Experience<br />
— Corporate <strong>Service</strong>Portal<br />
• Automated services<br />
• Enhanced interactive services<br />
— Consumer <strong>Service</strong> and Support website<br />
• Managed customer experience<br />
4/25/2008
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