Temkin: The 6 Gaps Between Intentions And Reality

Forrester Analyst and all-around smart guy Bruce Temkin commented on a CRM Daily article called “Customer Service’s Gap Between Intention and Reality”. He expanded on the article’s point by detailing six distinct gaps between intention and reality that companies need to pay attention to: If your company has customer service issues (and which one doesn’t), this is a great tool for identifying where those problems might lie.