View all newsletters
Receive our newsletter - data, insights and analysis delivered to you
  1. Technology
July 28, 2005updated 19 Aug 2016 10:11am

How Accenture Riled Siebel

Accenture accidentally unleashed The Wrath of Siebel yesterday, by publishing a piece of research that found that poor customer service is the top reason for customers to switch service providers, and that "new technologies alone fail to

By

Content from our partners
European Technology Leadership: Deutsche Bank CTO Gordon Mackechnie
Print’s role in driving the environmental agenda
What finance leaders get wrong about digital transformation

Accenture accidentally unleashed The Wrath of Siebel yesterday, by publishing a piece of research that found that poor customer service is the top reason for customers to switch service providers, and that "new technologies alone fail to improve customer service".

Neil Morgan, VP of Marketing EMEA for Siebel spat: "There is nothing new about publishing market research to prop up a quiet summer news season and there’s certainly nothing new about this research. To say this is pointing out the obvious is an understatement." To which Accenture is believed to have replied: "miaow!"

But according to Morgan, "The customer service industry recognised long ago that it takes the right combination of three elements to make the customer service experience successful – people, process and technology. Only the successful application of all three together will deliver what people desire."

Considering all of the hard lessons that have had to be learned thanks to the countless failed customer service technology implementations, Morgan’s comments are also perhaps a case of stating the obvious. Or as Jan L.A. van de Snepscheut put it: "In theory, there is no difference between theory and practice. But, in practice, there is."

 

Websites in our network
NEWSLETTER Sign up Tick the boxes of the newsletters you would like to receive. Tech Monitor's research, insight and analysis examines the frontiers of digital transformation to help tech leaders navigate the future. Our Changelog newsletter delivers our best work to your inbox every week.
I consent to New Statesman Media Group collecting my details provided via this form in accordance with the Privacy Policy
SUBSCRIBED

THANK YOU