Chapter 3, Problem 13CSQ

Explanation of Solution

Steps taken to bring back the customers:

• Company can know its current performance and the areas that need improvement with the help of feedback of the customers about the services provided by T-mobile like the network problems and services with the use of information.
• It will also give the information about the alternative products that are available in the market with lesser service charges than T-mobile.
• The details of the operations and business processes of the company can be derived.
• They can know the needs of the users.

Customers reason to desert the company:

“Yes”, the customers are deserting because of the poor customer service when compared to other competitors like Apple iPhone service.

Use of information technology to find the answer:

• Information technology can be used to get the feedbacks from the customers regarding the services...