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

Research has shown that the cost of acquiring a new customer is five times greater than the cost of retaining a current customer. Despite this, 44 percent of companies put their resources primarily ...

Would your customer support mix be improved if you offered customers the option of consulting 'customer experts': crowdsourced, volunteer users of your product who are eager to share their expertise?

As a customer service consultant, I rarely run across a company that doesn't claim that it "strives to provide superior customer service," or other words to that effect. (The exceptions are incredibly ...

From time to time, in my work as a customer service consultant, I run into company leaders who wake up on a random weekday morning, suddenly and unstoppably gung ho on improving customer service ...

Hewlett-Packard forges a deal with the consulting firm in which the two will help mutual customers use software to keep track of clients and business partners. Stephen Shankland worked at CNET from ...

The ultimate 4-step customer service recovery method, based on consulting the best practices of today’s great customer-centric organizations. Based on the best practices of the greatest ...

As part of its effort to increase services revenue, Hewlett-Packard has struck a deal with Deloitte Consulting in which the two will help mutual customers use software to keep track of clients and ...