https://www.zendesk.com/blog/customer-relations/#:~:text=Customer%20relationship%20tools-,What%20is%20customer%20relations%3F,companies%20to%20consistently%20meet%20expectations. What is customer relations? Customer relations refers to the methods, strategies, and processes a company uses to build and maintain customer relationships. Every customer interaction has an impact, and it's more important than ever for companies to consistently meet expectations. 74% of customers say they will forgive a company for its mistake after receiving excellent service. A stark contrast to what CIG believes Customer Relations look like. "Internal Memo: Never ever answer any questions relating to (when), in fact, don't answer anyone ever, keep them wondering." In the meantime, thousands upon thousands of paying customers who pay your salaries [Edit] and who can't access/use your product [edit], get absolutely no updates about, Where we are? (eg. We have identified all the issues with the login system and are busy compiling an update to address these issues which should be ready within the next two weeks.) Are you making progress (eg. we are half way there, we still need to restore 75 of ou 450 servers.) When can we expect to be up and running again? (At the current pace, we hope to have everything up and running by middle of next week.) "We are working on it, send the devs digital coffee." Tells us absolutely Jack. I worked in a customer support role in the UK for a year, and we had to do a little thing called "The Train Game". Guess what we learned... CUSTOMER FEEDBACK IS EXTREMELY IMPORTANT. Leaving your customers out in the dark... not a good thing.