Every once in a while you come across an interesting tech article that gets to the HEART of what distinguishes successful well-run companies from their competition. Often, what is said is common sense, but put in a particularly pithy manner. In the Baseline.com article How Stupid Companies Treat Customers, Dennis McCafferty makes a few key points that are often forgotten.
Service Desks are ASSETS, Not Liabilities
One Size does NOT fit all. Personalization is KEY
Customization and personalization should not be a SECOND phase, but should be built into the design from the beginning.