Despite repeated pleas of "Do you hear me now?" from customers the world over, few companies have done much more than turn a deaf ear. As a result, consumer frustration is at an all-time high while brand loyalty has hit an all-time low. The technologies that were supposed to open lines of communication across many channels merely cut the line on all conduits. "Customers have always provided input, via support incidents, bug reports, enhancement requests, etc., but somehow in a Web 1.0 CRM world, these were ... easily ignored," said John Ragsdale of the Service & Support Professionals Association.
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SAP's Product Communities: Taking Cues From Open Source
Despite repeated pleas of "Do you hear me now?" from customers the world over, few companies have done much more than turn a deaf ear. As a result, consumer frustration is at an all-time high while brand loyalty has hit an all-time low. The technologies that were supposed to open lines of communication across many channels merely cut the line on all conduits. "Customers have always provided input, via support incidents, bug reports, enhancement requests, etc., but somehow in a Web 1.0 CRM world, these were ... easily ignored," said John Ragsdale of the Service & Support Professionals Association.
Read »
Created by sudha1234 Created 24 weeks 5 days ago – Made popular 24 weeks 5 days ago
Category: Technology
Category: Technology
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