When good software goes bad

Fri 8 Aug 2003, 07:09 PM

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by Ben Langhinrichs
On CNN.com today, there was an article called When good software goes bad which paints a pretty bleak picture about software support in the US and world today.  In particular, there is a quote from Carl Zetie of Forrester research, who says:

"It's really no great surprise that people are dissatisfied," he said. "Very few companies are able to measure the lifetime value of a customer. Otherwise, service just looks like a cost."

I don't know about other companies, but if I have to measure the lifetime value of a customer, I'm in the wrong business.  The customer should be happy, and that's all there is to that.  If I don't do that, what's the point in measuring?  If I do, I don't have to measure.

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