CRM for Troubled Times

By Mike Donoghue - These are the times when, although we may require support ourselves, our customers need nurturing even more. ^new (Added: 1-Dec-2008 Hits: 3 )

Keeping Up With the Vigilante Consumer

By Patricia Fripp, CSP, CPAE - Superb customer service can make all the difference. We have to exceed the vigilante consumers' expectations. Here are some strategies for success. (Added: 21-Feb-2002 Hits: 879 )

Customer Service Improvement: It’s Mission Critical To Your Future

By R. Michael Donovan - ADOBE ACROBAT REQUIRED Consultant R. Michael Donovan asks, “Do you really provide what your customers want and need?” He contends that companies who continuously excel at customer service will gain more marketshare. Mike provides his reader with 10 questions that can help an organization assess its customer service performance, progress and opportunities for improvement. (Added: 23-May-2001 Hits: 1649 )

It's All About Relationships, People!

By Andy Jordan - A PM succeeds or fails based on their relationships, but how do you actively manage them? Here we look at three key aspects of CRM for project managers. ^new (Added: 1-Dec-2008 Hits: 2 )

CUSTOMER SERVICE 101

By Growthassociates - If You Don't Know The Steps, You Can't Do The Dance What can this brief article possibly offer on customer service that is not already in print, film, or video? How about a brief summary of what all these publications offer. Customer Service 101 describes the basic six steps to building customer satisfaction. (Added: 11-Mar-2003 Hits: 3192 )

Where's The People Factor?

By Dave Bowman - It seems organizations are becoming more anonymous and technologically robotic every day. They're substituting machines for people at an ever-accelerating rate. And, when a human being is present, it's so often a low-paid, untrained, discourteous person, at least judging from the quality of service (or lack of it). (Added: 7-May-2001 Hits: 887 )

Seven Steps To Remarkable Customer Service

By Joel Spolsky - A first-hand account of providing remarkable customer service. One suggestion for 'fixing things two ways' is particularly interesting. One other step, 'memorizing awkward phrases' is also advice you won't want to forget. (Added: 9-Sep-2008 Hits: 32 )

How to Use Email to Build Client Relationships

By Kevin Lawrence - In a world moving at a faster pace every day, where people expect their needs and desires to be satisfied instantly, email is the ultimate relationship and business building tool. There is no better way to keep up with the demand for prompt and quick service that exists in today's frenetically paced market. Email can help you add value, increase customer loyalty and generate endless referrals. (Added: 13-Feb-2006 Hits: 483 )

“We Can’t Forecast Our Business!”

By R. Michael Donovan - ADOBE ACROBAT REQUIRED Consultant R. Michael Donovan article entitled “We Can’t Forecast Our Business!” is a statement he has heard countless times in over 25 years in consulting. Donovan contends that most companies are doing forecasting without the right tools, proper training, a defined process and the necessary information to support good forecasting. As a result, the consequence is a significant and unfavorable impact on overall business performance. (Added: 23-May-2001 Hits: 756 )

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