Introduction
Once upon a time, not so long ago, customer support was all about troubleshooting manuals and call-centers. And then the Internet happened. Things were never the same ever again. With the advent of the Internet, there was a shift in power. Customers began to realise that there was a world of choice out there and that their choices mattered.
And businesses began to realize that, if they wanted to stay in the game, they had to up the ante. They had to stop treating customer service like an unwanted puppy and become more customer centric. Customer satisfaction had to matter more than... revenue, the product and pretty much anything else. And to win customer love, they had to start going about it in an organized fashion.
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