Customers in any market tend to be cautious about suppliers who prioritize selling over actually solving. In the market I know best—managed networks—businesses are looking to connect their employees ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

Customers are good at troubleshooting the small stuff and research shows when they come to customer service staff they expect complex problem solving, options or answers - not apologies. My research ...

Whether in the consumer world or in industry, it’s become increasingly important for manufacturers to sell not just products, but services as well. Industrial machine builders, and even system ...