As Seen in CUSTOMER Support Management magazine - September 2000 issue.

  Do as I say, Not as I do
 
Is your would-be vendor promoting practices it doesn't practice? It's time to separate the practice from the preach.

The other day, I was listening to a presentation by a leading software supplier. The presenter was discussing new strategies to better manage customer relationships. Yet, try as I might to stay focused, as the presentation wore on, I found my mind drifting back to childhood memories. I started running through the classic parental "naggings" of my upbringing. One after another, they came back to me as if it were yesterday:

"Don't talk with your mouth full."
"Nothing good happens after midnight."
"Always wear clean underwear, in case you're in an accident."
"You'll put your eye out with that thing!"


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