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You are here: Home / Archives for customer support

By Phil Morettini 1 Comment

Pricing Fences, Promotions & 8 Deadly Sins of Customer Care

I recently got of the phone with AT&T “customer care”. It was an unusually frustrating experience, even by the standard of dealing with a multi-billion dollar corporation which has roots as a regulated utility. I had been transferred among 6 different departments over the period of a couple of days. As I write this, I’ve […]

Filed Under: B2C, Corporate Strategy, General Management, Operations Tagged With: B2B, call center, consultant, consulting, consumer software, Corporate Culture, customer care, customer service, customer support, high tech, management, marketing, Phil Morettini, PJM Consulting, SaaS, software, strategy, tech, technology

By Phil Morettini Leave a Comment

The Return of Customer Service?

Bad Customer Service is one of my hot buttons and what I feel is an undervalued area for many consumer and B2B tech company CEOs. As a result it’s not considered a “core” area of the business and receives far too little attention from senior management. I’ve said in the past that not only is […]

Filed Under: B2C, Corporate Strategy, General Management, Operations Tagged With: B2B, CEO, consultant, consulting, consumer software, customer service, customer support, high tech, marketing, Phil Morettini, PJM Consulting, software

By Phil Morettini 2 Comments

The End of Customer Service

No one answers the telephone anymore. What does this signal about the importance of customer service? At least, technology companies in the US surely don’t answer the phone. With big companies, you are either presented with an endless phone tree–“press 1 for a company directory”–or the newest innovation in communications technology: the cheerful “automated voice […]

Filed Under: Business Models, Corporate Strategy, General Management, Operations, Retail, sales, Startup/Early Stage Tagged With: American Express, automated attendant, bad customer service, call center, consultant, consumer, customer service, customer support, good customer service, hardware, high tech, importance of customer service, IVR, outsourcing, phone tree, PJM Consulting, senior management, software, strategic advantage, tech, tech support, technology

By Phil Morettini 7 Comments

Software and Hardware Customer Service

An under-rated competency–which should be considered MUCH more important–to software and hardware companies is customer service. I suppose that’s only natural; tech companies are very focused on gaining strategic advantage via technological advances and product differentiation. Once the product is in good shape, companies shift their focus from development and become hell bent on marketing […]

Filed Under: Business Models, Corporate Strategy, General Management, Operations, Startup/Early Stage Tagged With: B2B, business model, CEO, consultant, consulting, consumer software, cost center, customer service, customer support, hardware, high tech, maintenance, management, Phil Morettini, PJM Consulting, Product Development, product marketing, service, software, strategy, support, support costs, tech support, technical support, technology, voice mail

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PJM Consulting
San Diego, CA 92130
(858)792-1062

Founded 2001
Management Consulting & Interim Executives for Software and Hardware Companies

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