I think that yesterday marked my most interesting experience in terms of customer -service.

Because my DSL was down  I called Deutsche Telekom’s customer support.

While on hold (for 10 minutes) I was suggested to alternatively visit their website for help.

Now, generally I would have done so, simply because I don’t really appreciate hanging around on hold with some call center where the answers you get are quite doubtable by themselves – but how, without a connection to the internet because they screwed up?

To those who are just about to start defending their initiative: no, this was not a general hotline phone number but one dedicated to problems with DSL connections.

The problem is not setting up the wiki. Further more, it’s not about designing one. Any web designer with poor knowledge can set up a wiki in about 30 minutes.

The problem consists of designing the policies by which the information is to be entered into the system (more…)

a clients worth is determined by the information you hold about them. This is why CRM is not really worth the effort unless you implement a system which requires your employees to enter the information ascertained in correspondence and some form of reward for them as they enter the information.   This may be a financial benefit or some other reward.