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Communications, High-Tech Companies Give Away One-Quarter of Their Technical Service Support Due to Limited Customer Insight, Accenture Research Finds.

Publication: Business Wire
Publication Date: 02-MAR-09 		Format: Online
Delivery: Immediate Online Access

Article Excerpt
Fixing customer service shortfalls can reduce costs, improve operational efficiencies and unleash new revenues

NEW YORK -- Providers of communications and high-tech products and services give away, on average, 28 percent of the technical service and support they deliver to business customers each year, because they lack insight into what customers are entitled to receive, Accenture (NYSE: ACN) research has found.

The research consisted of two simultaneously administered online global surveys, one for providers and the other for customers. It explored the state of business customer service in the communications services, communications equipment, electronics and high-tech industries, querying more than 650 senior executives from 11 countries.

"While there are some legitimate reasons why providers might give away technical service--especially to their biggest, most important customers--lacking enough customer insight about what customers are entitled to receive is not a good enough reason to give it away at no charge," said...

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