Crisis management
You have to be ready, a crisis will happen at some point. Having a communications person/team is very important, training them to respond and react responsibly to questions can make or break customer satisfaction. Monitor everything, knowing as soon as...
Customer satisfaction
Not all managers hold it as highly as I do. Appropriate communication is the key to minimizing business disruption and in the world of computer-based interconnected systems, it is not always feasible to retain constant connection at all times.