I’ve spent most of my life designing, implementing, working on, finding problems with, evaluating, and improving Customer Facing Systems. The purpose of this blog is to take some of what I’ve learned and what I’m still learning and spread it around. I’m looking to start a dialogue on the concept and talk about systems I’ve worked on

Let me make an initial point … Customer Facing Systems are not necessarily computer systems. They might be

• Web Sites
• Store fronts
• Telephone Call Centers
• Interactive Voice Response Systems
• A Greeter at a Customer Event

Any or all of these and more are ‘Customer Facing Systems’. These are Human Activity Systems which integrate technology ranging from 3X5 cards to sophisticated CRM systems on large scale computers. This point of contact between the company and the customer is a complex system that too often is over-simplified in people’s minds. I hope to shed some light on this interface and how it really works

Categories: General