Service to clients will be uninterrupted in case of office closure
updated March 23, 2020
First of all, I’d like to express the deep concern that all of us at AdvantageCS have for all those around the world affected by the COVID-19 epidemic. Our thoughts and prayers are with all those who are dealing with circumstances as a direct consequence, as well as the many other people experiencing anxiety and uncertainty at this time.
With the epidemic that has affected so many people around the world, several of our clients have asked about how we’re handling the situation, including the effects of employees having restricted access to our Ann Arbor offices.
In compliance with an executive order from the Governor of the State of Michigan, the AdvantageCS offices will be temporarily closed …
Fifty attendees from 17 Advantage client companies gathered recently at the Omni Hotel in downtown Austin, Texas for the 2020 Advantage Users Group conference. The weather cooperated nicely, with no rain and several warm and sunny days.
Kevin Gervais (Massachusetts Medical Society), current Steering Committee Chair, welcomed everyone to the conference on Wednesday afternoon and set a positive tone for the meeting.
Dan Heffernan (Vice President & Chief Product Manager at AdvantageCS) kicked off the presentation parade with his customary AdvantageCS News, Strategy, and Direction presentation. To recognize the 40th anniversary of AdvantageCS this year, he took a look back at 1980, including showing photos from that period of each of the 10 AdvantageCS people in attendance. He followed …
An example of how NOT to treat your best customers---or any customers
I have always considered myself to be a customer service “warrior.” When receiving really good customer service, I’ll agree to buy just about anything. I’ll even make a point of sending an e-mail or completing an online survey to make sure the rep’s performance is acknowledged as being “truly exceptional."
On the other hand, there are times when customer service is bad … really bad. When things don’t go well, it is both convenient and easy to blame “the messenger.” However, it is often the case that the rep has been neither trained nor empowered to solve a customer’s problem. Consider this recent scenario.
I have been a faithful subscriber to a certain popular magazine since the mid-1960s. Until a couple of years …
I have recently been practicing not interrupting. In the process of practicing this, it has come to my attention that I am not the only person who does it. Amazingly, many people interrupt when their customer is talking. Do you want to know the top five reasons not to interrupt when your client is talking? Read on.
1. Your customer is handing you a gift when they talk to you, especially if they are complaining. They are telling you what you can do to improve your business. If we can just keep silent long enough, we’ll learn what it is that we can do to enhance our product or service, delight our customers instead of upsetting them, and turn them into excellent references, which will increase sales. So, help me out here, but why on earth would we not want all that? One reason might be …
Congratulations to Mediahuis, whose Belgium office (MHB) recently completed its second of two go-lives on Advantage. This large implementation project began in November 2017 and was planned with three go-lives across two offices. The first phase was completed in October 2018 when Mediahuis Limburg (MHL) successfully converted off their legacy P5 system and began fulfilling their daily Dutch newspaper, De Limburger, through Advantage after an 11-month project.
The MHB team that was involved from the start, assisting with the MHL project while also working on their implementation in parallel, was able to celebrate their first go-live in early November 2019. The most recent go-live, in December 2019, marked the last of three fulfillment systems at Mediahuis that were planned to migrate to …
A small, almost unnoticeable change is happening in the book publishing world. Yet this small change has the potential to have a great and lasting impact on the industry.
In the 1990s, EDitEUR (the international group coordinating development of the standards infrastructure for electronic commerce in the book, e-book and serials sectors) introduced a standard called ONIX to communicate metadata about books. Over time, the ONIX standard has gained a global acceptance in the book world. EDitEUR has been faithfully updating the standard to handle changes in the book industry, such as introducing support for e-books when they became popular.
In 2009, EDitEUR released the current 3.0 version of ONIX. Most of the world has been working towards adopting the ONIX 3.0 standard. …
Congratulations to The Journal of Bone & Joint Surgery (JBJS) who is now live on Advantage and Cider (https://storefront.jbjs.org/) after an implementation project spanning more than a year.
The primary focus of the project was Cider as that is what most people at JBJS use with only a few users regularly accessing the Advantage desktop application. Another unique aspect is that print subscriptions sold by JBJS are fulfilled by another AdvantageCS client, Wolters Kluwer Health, and customer service is shared between Wolters Kluwer Health and JBJS.
The company is headquartered in Needham, Massachusetts, and The Journal of Bone & Joint Surgery has been a valued source of information for orthopaedic surgeons and researchers for over 125 years---their comprehensive archive dates back to 188 …
Cookie Decorating Contest
Holiday spirit was on display in abundance at AdvantageCS this December.
The month kicked off with a cookie decorating contest. If it didn't turn out like you envisioned, you could just eat the evidence. There was cold milk and hot chocolate to enjoy along with the entries.
Ten women participated in a sock exchange with each one bringing a pair of holiday socks filled with little treats and goodies. They were passed around the table either to the left or right by following directions from a special story. When they reached their final stopping place, everyone untied the ribbon and looked inside. They found lots of candy and chocolate, ornaments, scented lotion, candles, nail polish, a manicure set and even a small bottle of …
Plan now to attend!
We have extended the early registration discount until December 31st to make certain that you don't miss out. The AUG Conference is a great opportunity to connect, learn, and exchange your ideas with other Advantage users.
Register here to take Advantage of the Early Bird Discount!
This year’s event will be held in Austin, the Texas state capital and home to some great BBQ! We will gather at the Omni Austin Hotel Downtown, located near the lively 6th Street Entertainment District within the thriving heart of the city. Click here to book your hotel room at the special conference rate!
Planned topics for this year include optimizing Advantage for efficiency, dealing with Wayfair and the Visa Mandate, utilizing Cider and more! Please see the latest agenda for the …
One of the best speakers that I’ve heard recently in the area of cybersecurity had an advanced degree in the social sciences rather than technology. Not surprisingly, security experts are increasingly seeing the threat of social engineering in exploiting the human factor of security. Securing your systems and the sensitive data they contain (whether it’s financial data, personally identifiable information (PII) or otherwise), requires training and buy-in from your entire organization. Data security goes far beyond your IT department and the safeguards they can put in place.
If you have all the doors bolted and the windows locked in your house, but someone gives the criminal the keys, have all those security measures really done you any good? Your network might be configured with a …
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