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 ...

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

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Would your customer support mix be improved if you offered ...

Too many customer service excellence and customer-centricity culture initiatives end up feeling to employees like they've been arbitrarily imposed from on high, by the CEO and her hand-picked ...

In the past few months, "consulting tech" startups like Dialogue and Profound have nabbed funding deals from Silicon Valley ...

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 ...

Based on the best practices of the greatest customer-centric organizations in the world (Ritz-Carlton, Nordstrom, Starbucks, Zappos, and others), I instruct my consulting clients to respond to every ...

Everybody knows that the best CX companies in the world improve sales, retention and brand admiration. However, there is no consistent definition of CX. We do know this: happy customers require 12 ...

Relationship-builder. Product expert. Revenue generator. Voice of the client. These are just a few of the hats a customer success manager wears on any given day, but excelling at any of these roles ...

The specialist customer and change management company Customer Consulting has launched an ‘interim division’ to provide highly skilled and knowledgeable staff to help solve organisations’ temporary ...