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Customer Relationship Management: Getting It Right! by Judith W. Kincaid

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21.2. Identifying System Quality Issues

System quality is measured by the total cost to the customer of building, running, supporting and using of its components, then system quality issues occur when any single component fails to be cost effective for the primary system owner: the customer. There must be a balance among all the cost sources. Throwing a quick and dirty solution together may be have a small build cost, but the supportability costs and failure rates may be astronomical.

21.2.1. Determining Cost Of Ownership

System “ownership” costs can show up in many different ways, from websites that are so difficult to navigate that they confuse and frustrate customers to call centers with long wait queues to system support problems that bring ...

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