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Salesforce doing customer service software/asp? The challenge here is to deploy customer service that actually is customer-centric, not management centric, like the core offering from Salesforce.com.
The difference in the two approaches easily seen by comparing what a company like Comcast does for its customers at www.comcast.net (click on "Ask Comcast") versus the poor approach of most other companies (optimum online provides a typical example at www.optonline.net/Support). If Salesforce moves into the customer service arena, let's hope that they move the ball forward, not just move into the category with offerings that do nothing for customers, but provide all sorts of comforting (but misleading) managment reports. - Posted by: customer service_z Posted on: 07/23/04 You are currently: a Guest | Members login | Terms of Use
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