This month we here at Digitcom were proud to receive the prestigious distinction as an Avaya “Partner in Customer Excellence,” a newly created designation that identifies and rewards channel partners who achieve significantly higher scores in their customer satisfaction surveys.
The designation “Partner in Customer Excellence” itself comes as part of a set of initiatives designed to not only acknowledge those who exceed the customer satisfaction standard but to help all channel partners know where they stand in comparison with others and how they can improve. In the end, both Avaya and its various channel partners benefit when all parties are focused on customer satisfaction, a commitment that we pride ourselves on here at Digitcom.
Digitcom awards and distinctions aside for a moment, the really big news in the tech and telecom world this month was the announcement that long time RIM co-CEOs Jim Balsillie and Mike Lazaridis finally resigned in an effort to pave the way for new leadership and perhaps a renewed (or would that just be “new”) focus on innovation. Following the announcement, Thorsten Heins, a former Siemens AG executive who joined the Waterloo giant in late 2007, was appointed the new RIM CEO.
Despite the change in leadership, however, investors remain unconvinced as shares in the company plunged nine percent immediately following the announcement and a further 3.2 percent in the days following.
The day after Apple posted massive profits in its latest fiscal report, the working conditions along the Cupertino technology giant’s supply lines, particularly those found in the Foxconn factories littered across China, have once again come under scrutiny in a NY Times exposé; not because something new has happened, but because nothing old has changed.
With employees facing inhumane conditions, including unsafe work environments, exorbitantly long work hours, and even physical punishment, the question becomes who’s to blame for this ongoing crisis, and it looks like it may very well be us, the North American Apple loving public.
According to reports from the CRTC, complaints over throttling are up in Canada. The telecom regulator says that there have been 52 complaints filed since last fall compared to 51 complaints filed in the period between October 2009 and September of last year. The newest numbers outnumber complaints filed by users over the two year period following the CRTC’s release of traffic management rules. Last fall, the regulator released a “reminder” to ISPs about the rules released in 2009.
This story comes as part of a longstanding saga of throttling here in Canada, with many carriers (Rogers in particular) continuously testing the CRTC’s guidelines with supposedly inadvertent instances of illegal network shaping.
Establishing an effective channel partner program is easier said than done, especially for companies which operate in keenly contested market segments such as Unified Communications. While he is no Steve Jobs, it’s fair to say that Jeremy Butt had the same effect on Avaya Channel sales that the former had on Apple’s revolutionary product design.
After four years on the job as global channel chief in which he embraced a more channel-friendly model and actively promoted efforts to crack down the grey market activity, Jeremy Butt will be leaving Avaya at the end of March.
As expected Apple unveiled its latest technological advancement geared specifically to the education sector this month, digital textbooks. Part of its newly revamped online book service, dubbed “iBooks 2” Apple’s upgrades will allow textbook manufacturers to create fully interactive titles for the iPad in an effort to bring education to life.
But while Apple is lauding its new digital textbooks as the future of education, many are questioning whether such technology is needed and whether it’s affordable. In fact, there seems to be a growing dissident voice in the education community crying out not for iPads and other technology, but simply for funds to keep teachers.