Despite IT

By Allan Alter  |  Posted 2006-11-21 Print this article Print

November 2006 Customer Strategies Survey, Part 4: Customer satisfaction is taking a hit as problems with billing, e-mail response time, service quality and other nagging issues drag on.

's support for customer service, problems are not diminishing.">
Finding 6: Despite IT's support for customer service, problems are not diminishing.
If anything, service problems with billing and voice-routing systems are getting worse. Fewer companies are using Web technologies to support customer service, though it would be too big a stretch to say that service is deteriorating for that reason. The best news? Just one in five respondents reports any customer backlash to self-service technologies, the same percentage as in 2005. Still, IT needs to keep working at improving customer service.

Research Guide:

  • Finding 1: The hunt is on for new customers; most companies continue to favor growth over cost-cutting.
  • Finding 2: Nine out of 10 companies sell on the Web, but only half say the Internet is among their most profitable channels.
  • Finding 3: More IT spending is directed to customers.
  • Finding 4: Companies are still suffering from data indigestion.
  • Finding 5: Sales and marketing technologies are often not deployed and frequently fall short when they are.

    Upcoming results from the Customer Strategies survey:

  • Nov. 29: Opportunity is knocking. Is anyone home?

    Read our previous surveys on customer strategies and related topics:

  • July 2005 Customer Strategies Survey: Can You Profit as Customers Get Smarter?
  • October 2005 Business Intelligence Survey: Business Intelligence Is Valuable, but Falls Short of Its Potential
  • August 2004 CRM Survey: Will Old Problems Sink New Users?

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    Executive Editor

    Allan Alter has been a specialist on information technology management, strategy and leadership for many years. Most recently, he was editor-in-chief and the director of new content development for the MIT Sloan Management Review. He has been a columnist and department editor at Computerworld, where he won three awards from the American Society of Business Press Editors. Previously he was a special projects editor, senior editor and senior writer for CIO magazine. Earlier, Alter was an associate editor for Mass High Tech. He has edited two books: The Squandered Computer: Evaluating the Business Alignment of Business Technologies and Redesigning the Firm.


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