Well, the people at SAP certainly think so. Regardless of the industry that they operate in, “we can customize our CRM to fit their needs because the way each company deals with their customers is ...

Indirect customer service includes all of the factors that can affect a customer's impression of your business, such as employee approachability, the design and cleanliness of your business and a ...

High-quality customer service is essential to the success of any business or organization. The ability to bring customers and clients back for additional business is key to expansion and ...

Customer service used to be measured by Average Handle Time, but this is a limiting model – especially as times have changed. Measuring call times makes sales agents abrupt and abrasive, and consumers ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Fast Company Executive ...

Tension: Companies have more customer data than ever, yet struggle to balance immediate revenue needs against long-term ...

As organizations design the experience they want to offer their customers, two important questions surface that all leaders should consider: How will your unique customer experience be measured? And ...

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. Providing excellent customer service doesn’t just foster ...

Providing excellent customer service is crucial for any business. That’s why it needs to be a full team effort, rather than the responsibility of your individual customer service reps. If your ...

“What gets measured gets managed,” said Peter Drucker, America’s father of management philosophy. It’s an appealingly concise piece of wisdom: you will effect change on those things you pay attention ...

In order to create a great customer experience, we need to be able to measure our current ones in order to understand where improvement is needed. Furthermore, once enhancements are made, they need to ...