Despite IT Support, Customer Service Is Getting Worse - ' Despite IT'
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'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?
Business Intelligence 
