What with all the new applications and crm tools and other tools tranformholdco is implementing. Any insights from ppl working in the IT dept.
2 replies (most recent on top)
Metrics need to go away. P an L accountability should only matter. I’ve been around a long time and can say, our company went to hell when we started doing all the different ways of measuring customer service.
Games were played.
Satisfaction guaranteed went away a long time ago. So should the metric
A bunch of software c-ap that has a lot to do with collecting metrics and like everything else that's happened in the last 15 years will do absolutely nothing to improve profit or the customer experience.