Customer service

This post from Anthea Stratigos at Outsell caught my eye.  Their work with enterprise content purchasers shows that a number of them are receiving poor levels of customer service from vendors, particularly from some of the largest suppliers.  I remember commenting on this almost 10 years ago in an interview based on my experiences of dealing with large providers.  I know this does not apply to all vendors but I am surprised that after more than a decade of competition from new, Internet-based entrants this is still going on.  Although the Internet has had some major impacts on other areas of the content sector, namely music and video, perhaps it hasn't done the same for enterprise content (yet).