View all newsletters
Receive our newsletter - data, insights and analysis delivered to you
  1. Technology
January 28, 1997updated 05 Sep 2016 12:57pm

IBM APOLOGIZES FOR LOTUS’ LACK OF CUSTOMER SERVICE

By CBR Staff Writer

IBM Corp chairman Lou Gerstner, Lotus president Jeff Papows and executive VP Mike Zisman each expressed humble apologies for the poor level of customer service offered by Lotus over the last few years. An unusually candid Gerstner admitted there were a number of deficiencies at the moment, and the company realizes we have a lot of work to do. IBM software boss John M Thompson said the weight of IBM’s service and support organization would be brought to bear to solve the problem. He cited a new world systems center in Cambridge, Massachusetts which will be available to larger customers; the expansion of Lotus’ existing open systems centers; emergency response teams – whatever they may be – and above all else, IBM’s own internal Notes deployment. At 154,000 seats now – 220,000 by June – it’s supposedly the world’s largest Notes installation. Thompson said the company is compiling cookbooks as it goes detailing the problems encountered with the system, and says it will make these available to large customers in the near future.

Content from our partners
Green for go: Transforming trade in the UK
Manufacturers are switching to personalised customer experience amid fierce competition
How many ends in end-to-end service orchestration?

Websites in our network
Select and enter your corporate email address 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.
  • CIO
  • CTO
  • CISO
  • CSO
  • CFO
  • CDO
  • CEO
  • Architect Founder
  • MD
  • Director
  • Manager
  • Other
Visit our privacy policy for more information about our services, how New Statesman Media Group may use, process and share your personal data, including information on your rights in respect of your personal data and how you can unsubscribe from future marketing communications. Our services are intended for corporate subscribers and you warrant that the email address submitted is your corporate email address.
THANK YOU