News
More than complaints – Government Computing
[01-02-2008]
Morse’s Nick Cassidy discusses the problems with the processes many organisations use to log and manage customer complaints.
"Most public sector organisations realise that managing feedback is something they have to think about, but typically it will be handled by the customer relationship management (CRM) system. So complaints will be logged into the system, managed, owned and escalated by someone, but the lifecycle of managing the overall process won't be automated at all."