Sunday, November 28, 2021

The customer is wrong

Although the road to the dark side of CRM – dubbed “customer elimination management” (CEM) by another Lewis – follows a different path, it also leads to suffering. As evidence:

My broadband service works great, but I’ve been travelling, which means I need dial-up capability. No problem: My ISP has a mobile access option, which I duly set up according to the instructions. Just one glitch: I can receive mail but can’t send it.

That was over a month ago. Through endless hours with this CEM practitioner’s online chat-and telephone-based technical support, I’ve learned the following.

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Jim Love, Chief Content Officer, IT World Canada

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