When good software goes bad
Fri 8 Aug 2003, 07:09 PMTweet
by Ben Langhinrichs
On CNN.com today, there was an article called When good software goes bad which paints a pretty bleak picture about software support in the US and world today. In particular, there is a quote from Carl Zetie of Forrester research, who says:
"It's really no great surprise that people are dissatisfied," he said. "Very few companies are able to measure the lifetime value of a customer. Otherwise, service just looks like a cost."
I don't know about other companies, but if I have to measure the lifetime value of a customer, I'm in the wrong business. The customer should be happy, and that's all there is to that. If I don't do that, what's the point in measuring? If I do, I don't have to measure.
Copyright © 2003 Genii Software Ltd.
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