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ERNIE, please use the form on the
linked page. Any product or service is a blend of training, documentation, technical
support, the product or service itself, maintenance (on the part of the
user and the provider), the actual fit of the product to the customer's
needs, the expectations set by marketing and advertising, reliability, and
the vendors ability to sustain these things over time. As we've seen
recently, business viability is a hypercritical aspect of customer
experience. (All other aspects of a customer's experience pale beside the
failure of the provider to exist.)
Very little is written on the subject of integrating these factors in a
disciplined way. The web, with its heightened emphasis on the integration
of marketing into a product or service, is a particularly difficult
environment in which to practice the disciplined development of a full
spectrum customer experience.
The reason that the customer service experience is so bleak is that
most of the technical departments in our industry are run by amateurs.
Even the best technical departments are managed by leaders with no real
experience in the codevelopment of training, documentation and
troubleshooting. We grimace each time we meet an entrepreneur who assures
us that their technical people are the best in the industry. So far, none
of them has described a Systems Engineering process that included customer
advocacy at the core of the enterprise. For the most part, our industry
has a sea of overlapping technical operations composed of high-end hackers
who are specifically unconcerned about the impact of their products on
customers.
Large enterprise operations (like Peoplesoft) make their profits from
the fact that their tools are unusable by actual customers. The gleam in
the eyes of the entrepreneurs who think that they are redefining the
enterprise software business comes from the profits associated with
legions of consultants. In other words, the basic role models for
technical excellence are businesses that succeed because of the failure of
their software design.
It's possible to design software that actually meets customer
requirements, has low service costs and delights end users. It's easier to
forget about quality and focus exclusively on cost and budget. In this
uncertain little economic moment, be certain that the software you end up
using doesn't cost more to use than it does to license. All material on this site is © 1995 - 2001 by IBN:
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