CRM in a Monopoly Situation
Based on a personal on-going experience with a Belgian consortium of energy with mixed public and private ownership, the Customer Relationship Management of a firm that benefits from monopolistic advantages may consist of oppressing the customer by disorganizing systematically the dialog in order to maintain abusive power control. The receipt is: multiplicity of contact persons (changed at each contact), no manager in charge of the whole customer's problem, no empowerment except towards leading the call to a dead end, personnel trained and skilled to absorb and to deny customers legitimate demands while pretending to help, access to responsible (?) management made hard or impossible, ...
In this case, the problem is not the way the system works, but the finality of it.
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