Faulty IT practices leads to customer attrition

Companies are losing customers because they are doing a poor job of resolving IT issues and neglecting to tailor IT-enabled business services to meet customer requirements. These findings, from a study from software vendor BMC, notes that poor call center practices and systems, neglecting to personalize fault resolution processes, and a refusal to offer the same benefits to existing customers as new customers all contribute to customers' refusal to stay with the company. To solve the problem, IT staff must be more attentive to customer requests and needs and use more automated methods that lead to customer satisfaction, such as online customer self-service, information management systems and incident management software that can track the causes of customer service problems.

To get more information about improving customer service:
- read the article at ITWeek