A new study (about CRM), commissioned by Amdocs, shows that 63 percent of customers believe that customer service has not gotten better over the past five to 10 years–and most of those customers think it has gotten worse.
Even more sobering, 85 percent of respondents said that even a single bad experience with a customer service representative would provoke them to consider taking their business elsewhere.
How come I’m not surprised? I agree with this article 100%—after all the hoopla about CRM, service is getting worse! Why? Because about 99% of the time it’s insincere. Understanding the customer and meeting their needs is mostly baloney. It’s just a rationale for flogging the customer or constituent harder.
Where does ACS CRM stand? Provide your own answer.