This is so true here in Asia. Unfortunately most of the companies I have had a
pleasure to call when I have had problems with devices, software etc have been
really poor on customer support. Most of the times I have fixed things myself
and a company called Lexmark has not even bothered to answer my support
request.

Customer support sucks here and companies which figure out first how to please
the customer will win on the long run. Even service delivery is not working
well which means that most things are done 2/3 ready and then the customer is
lef all alone.

Cheers,
Markus


and now the article...



By Sol E. Solomon, ZDNet Asia

26/03/2008

URL: http://www.zdnetasia.com/news/business/0,39044229,62039382,00.htm

Communications executives say customers come
first, but many struggle to understand customer needs and feel ill-equipped to
provide better service, according to a new study released Wednesday.

Commissioned by Oracle, the survey was conducted by the Economist
Intelligence Unit and polled 164 senior executives globally from organizations
in the information, communications and media industries. The report, titled
Conquering Convergence, aimed to determine why companies are
intensifying their focus on customer needs amid the growing adoption of Web 2.0
tools and user-generated
content
, which have enabled customers to "exert influence" over
companies.

Survey respondents recognized the value of emerging technologies such as
blogs, home-produced commercials and personal videos. Some 68 percent said such
technologies offered an opportunity for businesses to increase revenues or
margins, while 39 percent said they were using these tools to achieve
customer-focus goals.

The respondents indicated their companies were increasingly focused on
becoming more customer-centric, but many said they felt poorly equipped to do
so, the study found.

Although 92 percent said their companies had a strategy in place to enhance
customer service, and 69 percent planned to be even more customer-centric, only
15 percent ranked their customer focus programs as highly successful.

Respondents said the low success rate was partly due to insufficient
technology
. Some 25 percent said their company's technology was inadequate
to enable them to stay abreast of customer preferences, and nearly one-third of
those surveyed struggled to deal with inaccurate customer data.

Only 25 percent said their companies developed methods to forecast patterns
of consumer purchases, and 26 percent revealed their companies were able to
produce customer analytics to facilitate up-selling or cross-selling at the
time of interaction with the customer.

Only 38 percent said they had a 360-degree view of the customers, which
included information on the customer's purchases, contact history, preferences
and demographics. About 25 percent of respondents said their companies had
developed predictive customer buying models.