The Changing Nature of Customer Service

One of the unfortunate consequences when any market commoditizes and its race to the bottom in terms of price, one of the first casualties is good customer service. That is customer service that involves real live humans. This happened when the conventional BGM market commoditized, it happened again in the insulin pump market and we see it now moving into the CGM world. The simple fact is as prices decline and margins shrink companies must find ways to cut costs and when it comes to cost cutting customer service is the low hanging fruit.

Sales forces are also on the . . .

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