Almost $75 billion has been expended on CRM Software in the past ten years. And with that expense, customer satisfaction mounted to only 3-5 percent, not entirely reasonable to call it a failure. Gartner analyst Michael Maoz, recommends to listen to your customer service representative because after all, he wrote, they hear what customers are saying, and feel their pain. It’s just that, according to him, no one in management cared to understand and knock into the employee.
Too much customer service maybe was a problem as what has been done in Taylorist call centers by workers whose task is to get off the phone as fast as possible to get another call. No benefits and received poor pay do employees experienced in this way. These aren’t the workers CRM is built for. However, companies still continue to delegate customer service to cognitive sweatchops, and then ask why customers complain about them.
Things like idea management and employee feedback systems like Rypple make people more optimistic that process and people can go together peacefully, organized and productively. Adobe also tries to rethink customer experience, pieces of puzzle are already laid, and they just need someone to fix them. It a company want s to build customer service and put them into the company, each of them really will have to see some real progress.