Yes, I think all employees involved is a huge win. In our company of 3, we do that. But one thing that's problematic from the customer's point of view, is: "Wh

Yes, I think all employees involved is a huge win. In our company of 3, we do that. But one thing that's problematic from the customer's point of view, is: "Who should I contact to solve my problem?" The ideal experience in my opinion is a single contact point, with the authority and knowledge to solve every issue you have. That's of course unrealistic, but I want to find a way to approximate that. The closest thing I've heard is Alla Klein: http://code.dblock.org/alla-klein-a-fake-person-in-charge-of-customer-support http://code.dblock.org/alla-klein-a-fake-person-in-charge-of...