When Does it Start

Customer service perspectives need to be considered early in product development.

Customer service needs to be involved during the inception phase of a new product or service.  Based on their experience, they can provide insight into what worked, what didn’t, and what can be done better.  Waiting until firm plans have been made for these inputs is often too late.  Their interaction with individuals that actually use the product or service will provide insight that may not be obvious to development, product management, sales, or marketing personnel.