Long waits navigating a never-ending sea of voicemail prompts, frustration trying to find help with web forums, and repeated emails to customer support that never seem to go anywhere. Of all the ...

Customer relationship management consultants provide independent advice on solutions for managing customer service and customer relationships. Their aim is to help clients improve customer ...

A company’s ability to provide excellent business-to-business customer support can only go as far as its ability to manage – and ultimately exceed – the expectations of its clients. The worst thing a ...

Customer service has always been considered one of the most important aspects of a successful company. This isn’t always the most exciting department to perfect for business owners, however, so ...

Cliches about customer knowledge abound. Know your customer. Fire your worst customers. Have a relationship with your customer. Market one-to-one. Virtually every manager would agree that more and ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

My last blog post differentiated between basic customer service (CRM) and customer experience (CE). CRM is about marketing and sales, while CE is about being accessible, anticipatory, proactive and ...

I recently bought a laptop from one of the leading consumer PC vendors. It was not the best experience of my life. From the moment I placed the order online to the moment I sent it back, it’s been a ...

Customer service centers, whether a shipping group dealing with consumers or an IT organization working with corporate employees, has a lot of information to manage. Technology has been improving over ...

Customer service is undergoing a major evolution. Online communication is moving away from private, anonymous, one-to-one channels towards public one-to-many channels that are mobile, social and ...

To deliver products to customers more efficiently, some organizations are managing inventory at their customer sites. Vendor-managed inventory (VMI) programs can be advantageous for customers because ...