Back when I was a tech rep, our titles were changed to Customer Engineers, which was an IBM terminology. My first thought was, how do we engineer customers? Turns out, what that encompasses is fixing the client and not just their hardware, network or software issue. Too many techs fix the issue and have no clue whether they've left the client happy or disillusioned. This in turn can lead into increased customer churn. At least, those are my thoughts. What are yours?