Martin Butler's latest press seminar found him scathing about the state of the IT industry. Don Galles, senior manager, European analyst relations for Siebel, said his customer satisfaction figures speak for themselves - average ROI is 10 months...
Siebel sales reps are also paid according to satisfaction - six quarters late. A Siebel VP, for example, might get half his annual salary as a bonus, so 25 per cent of his pay is directly linked to surveys of customer satisfaction.
Yet customer-defection claims and the Nucleus report hit a nerve with Siebel, which boasts a customer satisfaction rating of up to 98 per cent. Siebel's customer satisfaction statistics come from an outside auditing firm called Satmetrix, which was...
BT is consolidating its customer support activities in a massive contact centre in Newcastle, built around a giant Siebel CRM system. Improving customer satisfaction was one of the key planks of the blueprint for the new, customer-friendly BT that...
The research also showed that although judicious IT spend can be a huge boost to a company's bottom line, 'softer' factors such as company culture and the alignment of employee reward structures to the achievement of customer satisfaction goals...
Successful companies impose standards wherever possible to reduce support costs, trim the number of supplier contracts the company must maintain, and boost the effectiveness of outsourcing projects. Companies also need to do a better job of...