Customers must be considered as assets rather than as pests. Sell new products and services 3. Serve the customer better by being more proactive 4. Gather feedback to improve existing products and gather input for new product development. A. Hunger for Customer Feedback Feedback is critical in industries that make complex products fast service is critical in industries that experience rapid rates of change when product lines or prices change in a competitive environment.
Customers are surprisingly willing to share info about themselves, their preferences, habits.
C. From Reactive to Proactive Service Customer service inquiries present great opportunity to gain info from customers. D. Field Service Management Field service software should help firms create work orders, assign them to an appropriate technician or service provider, request parts, track billing info, etc. Computing is being used by almost all departments 3. Many IS groups are being downsized, placing more burden on help desks. The Enabling Intranet Technology 1.