Industries and customers

Phyllis Korkki on the New York Times writes an article reporting a Forrester research on companies readiness to solve issues (full article at http://www.nytimes.com/2009/12/20/business/20count.html?_r=1, original research at http://topics.nytimes.com/top/news/business/companies/forrester-research-inc/index.html?inline=nyt-org).

IMHO, in an ideal world, companies should put all the effort they can in order to solve customers issues. I undesrand that there’s always a balance of spending between profit and customer satisfaction.

But more often, companies (especially those with high volumes and low profit) think of customers as “former customers” the second after they closed the sale.

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Author: hotrao

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