[Asterisk-biz] ITSP Rant

[steve szmidt]

On Wednesday 30 March 2005 01:19, alex at pilosoft.com wrote:
>
> > Here's the thing: Customer Relationship Management is not difficult. It
> > requires very little overhead to build a relationship with a customer in
> > such a way that those customers become that company's evangelists and
> > stick around for the long run. When things level out, it's going to come
> > down to where the customers have gravitated that determines the lifespan
> > of an ITSP. And customers will gravitate AWAY from a provider that
> > thinks customer service should only be directly proportional to cost per
> > minute. I firmly do NOT buy the argument that because minutes are being
> > offered at such a steep discount, you're on your own for support.
>
> Actually, *that* part is not wrong. You are buying wholesale service - you
> shouldn't really expect handholding similar to one that Vonage (say)
> provides (or should provide anyway) to a grandma with a SIP adapter.

Whoa! You have been buying into something which is simply not true. It is very 
simple and quite workable to service your customers. In my business of 
servicing and receiving service, I can tell you from experience that it is 
not a problem. Not to say that there are not people in most companies who 
should not be doing certain kinds of work, like servicing others. 

If you don't realize that your wholesale customers are more important than 
your end user customers you are setting yourself up to loose.
-- 

Steve Szmidt

"They that would give up essential liberty for temporary safety 
deserve neither liberty nor safety."
                                Benjamin Franklin