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Customer satisfaction is the focus of just about every sales department in technology companies – without customers who will vouch for your product and share their positive experiences, many successful companies would have joined the ranks of ‘companies that fail in their first year.’ However, just making sure your products work is no longer enough: Successful technology companies stay ahead of the curve by anticipating customer requirements and implementing them. Tactics of Truly Customer-Centric Centers provides an overview of how companies do that. Two of the most important tactics discussed are using technology to ‘detect and act on hints of customer dissatisfaction and dissension’ and ‘capturing key customer data that enhances service, sales and product improvement’. Theoretically, this information is available from your IT helpdesk. However, most help desk software solutions don’t offer the monitoring, recording and reporting capabilities necessary to gather and extract that information – with the exception of Bomgar. As they say at MIT, ‘the gap between theory and practice is wider in practice than it is in theory’. Bomgar’s help desk support software narrows that gap.
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