Doc points to this great post on the problems of customer communication. Fair warning: there's a bunch of profanity. Still worth the read. CFO's and marketing departments should read as many times as necessary in order to understand it :) Here's a great point:
One of the most ubiquitous and irritating things in the world is calling a company hunting for Customer Service. When you call the customer service number, you are greeted with a recording that tells you that you have reached the Dumb Product Company. The Dumb Product Company as decided that a pre-recorded message is the most cost effective way to deal with customers, and before you reach anybody with lungs, you are given this recorded message to visit the Dumb Marketing Company website.
Does this look as stupid as it sounds? Because we are on the phone, the last f****** thing we need is to be reminded that the Dumb Product Company has a website, which after bouncing around is not addressing our issue.
Let's think about this for a moment. You are calling Customer Service because you have an issue. The very first node in the decision tree is whether you are connected to the Internet, which in most cases is true as that is where you found the Customer Service telephone number. You did not find either an answer, or when your communication with the company was either ignored, or was not used, because you decided that whether or not you wear boxers or briefs was none of their business and has nothing to do with your issue, you are on the telephone.
Every CFO, CEO, or "business consultant" who ever recommended installing that kind of system should read this carefully.