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Free Services: The Key to Improved Customer Relationships?

Twenty-eight percent. That’s the average amount of technical service and support that high-tech companies are giving away to business customers absolutely free. Is this a new spin on the "nice guys finish first" mentality? According to a recent survey by Accenture, companies are providing these free services simply because they lack the insight to know what their customers are entitled to receive.

A report about the Accenture survey, IT Providers Giving Away Support For Free, quotes Brian Sprague, Accenture customer service and support senior executive:

"While there are some legitimate reasons why providers might give away technical service - especially to their biggest, most important customers - lacking enough customer insight about what customers are entitled to receive is..."
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Permalink: Wednesday, March 18, 2009 5:25 AM
Posted by Dovetail Software | 0 Comments
Filed under customer relationship, customer service & support, twitter, Web 2.0
Dovetail Links 2008-05-28

When Software and Politics Mix, Quality Suffers....Amdocs Teams with IBM and Cisco....Why Good Architecture is Important Even in a Web 2.0 World....Change Management in the Real World Using BPM....Why do You Need a Stated "Service Versioning" Policy
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Permalink: Wednesday, May 28, 2008 4:18 PM
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Filed under architecture, BPM, change management, Governance, software development, Web 2.0
Dovetail Daily Links 2008-02-26

Customer Service's Gap Between Intention and Reality....Application Portfolio Management....Live from DIALOG - Sandy Carter on SOA and Web 2.0....How to Close the IT-Business Alignment Gap....How Centralized Services Make Corporations Less Agile....
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Permalink: Tuesday, February 26, 2008 12:12 PM
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Filed under application portfolio management, centralized services, customer service & support, IT alignment, soa, Web 2.0
Dovetail Daily Links 2007-12-20

Gillmor on Microsoft...2008 Forecast...Web 2.0 in the enterprise: Are you prepared?...Protecting your network includes embracing Web 2.0...An RSS feed for Dovetail Recent Knowledgebase Articles...SNS Top Ten Predictions for 2008
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Permalink: Thursday, December 20, 2007 1:30 PM
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Filed under 2008, Dovetail, Gillmor, Microsoft, network, sns, Web 2.0
Reviews

Customers affect how you're perceived and ultimately how you act, by talking about you in a forum or on their own blog. Assuming you join in, pretty soon you have a relationship going. This is important to every enterprise with some kind of constituency or customer base. Customers have changed, as everybody now knows. And customer reviews, says one stream of thinking, are the new product feature sheet.
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Permalink: Monday, December 10, 2007 9:30 AM
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Filed under customer reviews, Customer Service and Support, social media, social network, Web 2.0
Dovetail Daily Links 2007-12-06

Robert Scoble Interviews Jackie Bassett: Part One...Why IT Needs a Blueprint: The Case for a Unified Service Model...Cognitive Edge...Separating Critics from Charlatans on Web 2.0...The Standardization Continuum...Tips to combat bots hiding in your enterprise...Outsourcing to Far-Away but Not-So-Distant Places
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Permalink: Thursday, December 06, 2007 1:30 PM
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Filed under bots, it blueprint, Jackie Bassett, outsourcing, standardization, Web 2.0, workflow
Fluid Knowledge and People Connections

The social computing systems of Web 2.0 have demonstrated – and have proven by delivery of results – entirely new organizing principles for both knowledge and execution. What will happen as these principles are laid against legacy principles of control and planning?
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Permalink: Monday, December 03, 2007 9:30 AM
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Filed under connections, Enterprise 2.0, knowledge management, social network, Web 2.0
Knowledge Connections

The Web has been the proving ground of much that can now be brought into the enterprise network, and not the least of its great achievements has been demonstrating that the uncertain science of knowledge management can spread its wings and soar using the lessons of Web 2.0 tools and events.
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Permalink: Thursday, November 29, 2007 9:30 AM
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Filed under digitized speech, knowledge management, social computing, voice recognition, Web 2.0
Innovation Is Tough

Innovation is tough. Change is the thing we all resist, and people who say differently haven’t had their comfort zones challenged enough.
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Permalink: Wednesday, November 28, 2007 9:30 AM
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Filed under collaboration, Corporate Culture, customer centricity, innovation, Web 2.0
Dovetail Daily Links 2007-11-27

Innovation Is a Process...Poland Emerging As A Top Source of Engineers...Customer Loyalty, to Coin a Phrase...Protecting VoIP is not rocket science...The Impact of Web 2.0 on Knowledge Work and Knowledge Management - Part III...Using corporate portfolio management with innovation...The Web 2.0 Confusion Cycle
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Permalink: Tuesday, November 27, 2007 1:30 PM
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Filed under customer loyalty, innovation, poland, portfolio management, VoIP, Web 2.0

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