Comcast Acts To Reform Customer Service

http://www.crm-daily.com/story.xhtml?story_id=1330073CWHNW

CRM is a major component in a business’s strategy to be successful. But what happens when there is little competition? Comcast, one of the largest (as well as one of the few) cable and internet providers is looking to improve upon its customer service. A Comcast executive, Charlie Herrin, has become the vice president of “customer experience” and plans to help make Comcast deliver the best customer experience possible. After being ranked last in customer service surveys, as well as having viral videos of terrible customer service on the internet, Herrin hopes to improve upon customer service pain points. In the article, Herrin does not state how they will improve, just that he wants the company to improve. This article also comes from a controversial time for Comcast, where the company is hoping for a merger with Time-Warner cable, and is also fighting the issue of Net Neutrality.

Questions:

1. In a market with little competition and difficulty to switch service providers, How important did you think CRM is?

2. Based off of the past history of Comcast, What changes do you think will happen to their Customer Support process? Could there be no change?

3. In past issues, it appears that Comcast has the most problems with its call center. What would you change to improve the call centers? Would you just get rid of them all together?