Articles and Blogs Written by Dr. James D. Borderick

Cost of a Defect

Software defects continue to make their way into production, despite efforts to detect and resolve them before they are released. Unfortunately, bugs in production software can have a negative impact on the business, regardless of severity. Read More...

Micro Focus Rocking the NPS

Latest Results Today, I’m going to take a look at the latest Micro Focus Net Promoter® Score (NPS)
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Fruit Company not what it once was... (CX and Support Learning Suggestions)

Fruit Company not what it once was... (CX and Support Learning Suggestions)
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Micro Focus Customer Experience Approach

BorderickThe best Experience Management treats all customers differently.  We, at Micro Focus, don’t just broad brush all of our customers but instead tailor our views and understanding for different customer groups and segments. This allows us to both understand specific change as it occurs and action on it effectively. Read More...

CustomerGauge NPS Benchmark Report 2018

On September 1, 2017, a merger was completed between Micro Focus and Hewlett Packard Enterprise Software. The combined company became the world’s seventh largest pure-play software company, and the UK's largest technology firm listed on the London Stock Exchange. Having such an impressive business ranking means Micro Focus knows how to retain and satisfy its customers. The company relies on the Net Promoter System® (NPS®Winking as the primary way to measure customer loyalty within Micro Focus. NPS was introduced by Meg Whitman, CEO of HPE, who brought the system with her from her time as President and CEO of eBay. Since then, NPS has become a ubiquitous metric throughout Hewlett Packard Enterprise, which later became Micro Focus. The result? Micro Focus has successfully moved NPS beyond just a metric, by correlating it to future revenue.

Download the full report
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