We Need To Talk About Our Relationship

from the not-going-anywhere dept

With all the promise of customer relationship management technology making the lives of customers easier, it seems that most people experience the exact opposite. CRM software seems to make the experience worse for many people. The systems themselves often give wrong or misleading information, and then make it tougher to actually reach someone who can solve your problem. The most amusing example is when the writer checked her DSL usage patterns on the customer support page - and discovered that she was (according to the software) spending more time online than was possible (nearly double the number of hours that actually exist in a month). While she had never been charged for such things - she decided to contact the company to preemptively get them to correct the problem. Instead, that just signaled the company to start charging her for overuse.