The classic notion of industries approach, after the Industrial Revolution, was to put their major focus on the production side, but there was less attention on the customer's side to make the environment more convenient and enjoyable and do things differently. However, after the emerge of information technology, a dramatic change came to the Customer Support and their satisfaction, which changed the whole face of classic notion.
The new information technology, which was utilized in the 1990's, had a strong effect on businesses and on industry operations and management in many different ways.
First of all, the management was able to collect information about the customer's trends and attitudes towards their productions and services, which helped them to listen to their customer's voices (what the customers wanted). In result, they were not only able to enhance the quality of the products and services based on their customer's feedbacks, but they were also able to find out about the customer's wills for buying their products, which helped them to prevent an excessive inventory.
The other effects of information technology were to enhance and improve the communication between the customers and the management, and have the customers feed-back about their products and service quality.