Customer Satisfaction - It is easy sometimes...
Being in the services industry for over a decade and then into consumer focused business for last few years, I have learnt how difficult it is to satisfy the customers on many occasions. Services Industry Software services, as it emerged as a major growth sector, the competition also grew exponentially. The software companies started mushrooming everywhere and each one trying to get a piece of same pie - i.e. US market. It also changed over a period of time and people started focusing on EU and Asian markets as well. But the bottom line remained the same - competition. The Outsourcing companies initially had tough time in outsourcing for several reasons (unproven capabilities, lack of confidence as well as lesser number of options to outsource). As the services companies grew and as it became evident that outsourcing is the way to move forward, all these companies also started hunting for better deals - essentially it started with fishing for lower prices instead of demanding qua