June 20, 2007
We have coined the area of Customer Service and Support (CS&S), "The Forgotten Space". In my 2 years as CEO of Dovetail Software, I have spent a lot of time “observing” the marketplace and there are signs everywhere of how CS&S just doesn’t get the same attention that other areas of CRM does. Interestingly, I find that CEOs and other executives of large companies “talk” about how important the customer experience is to them. However, I am a believer in the phrase, “Actions speak louder than words”, and everywhere I look, I see little action towards truly improving the customer experience. Actually, I believe that CS&S and contact centers are seen only as cost centers to most executives, and therefore the primary goal is about reducing costs. Thus, the CS&S space, and the employees who work in this area, try…
The Forgotten Space
June 20, 2007
We have coined the area of Customer Service and Support (CS&S), "The Forgotten Space". In my 2 years as CEO of Dovetail Software, I have spent a lot of time “observing” the marketplace and there are signs everywhere of how CS&S just doesn’t get the same attention that other areas of CRM does. Interestingly, I find that CEOs and other executives of large companies “talk” about how important the customer experience is to them. However, I am a believer in the phrase, “Actions speak louder than words”, and everywhere I look, I see little action towards truly improving the customer experience. Actually, I believe that CS&S and contact centers are seen only as cost centers to most executives, and therefore the primary goal is about reducing costs. Thus, the CS&S space, and the employees who work in this area, try…