In a recent Voice of the Customer survey, I asked my customer’s customer, “Are the objectives of the relationship being met?” QBR’s should be scheduled just after a sale as part of the implementation ...

Take the word “no” out of your vocabulary. Instead, we find a way to give them a “Yes, and….” The best customer service salespeople talk only 30% of the time because the other 70%, they spend ...

As customer expectations continue to rise and the traditional reactive models of customer service are increasingly proving to be inadequate, the quest for excellence in customer support today has led ...

There are a lot of different things that go into starting and operating a business. You need a product or service that can sell and a team that can distribute it. You need marketing campaigns, a ...

When I’m hired as a business consultant, besides scanning the obvious business blueprint for necessities of success like marketing, branding, scalable systems and a uniformed digital ecosystem, I look ...

Customers today yearn for an authentic human connection with the brands they patronize, yet many companies still rely on mass marketing tactics and transaction-based engagement models that treat ...

No type of management position has undergone more profound changes over the last ten years than that of client relations managers. Changes are being driven by economic globalization, competitive ...

In today’s experience economy, companies must put the customer at the center of everything they do, delivering engaging and meaningful experiences across interactions. Why? They want to buy. You want ...

To learn more about our editorial approach, explore The Direct Message methodology. You’ve probably seen the numbers. Surveys show that 80% of consumers expect personalized experiences. Nearly 70% ...

Abstract: Customer Relationship Management (CRM) systems have come a long way in their evolutionary life cycle. From being used as a mere Rolodex of customer information, they have transformed into ...

A call center is a specialized facility that is used by organizations to handle customer interactions. All incoming and outgoing calls to customer support, telemarketing, and sales services are ...

There are many ways to improve your bottom line: inventory control, solid and accurate estimating, sharp materials ordering and handling, expert utilization of available manpower, controlling waste ...