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 ...

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

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 ...

It's true: I myself am a consultant on customer centricity (consulting, in other words, on the concept formerly known as "the customer experience," and, before that,"customer service.") But that doesn ...

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 ...

Hiring a good HCM SaaS consultant isn't a simple as setting aside budget. I talked to two SaaS consultants about why hiring HCM consultants is tricky, and got their tips on how to do it right. But I ...

The customer’s consulting manager did a great job holding our feet to the fire throughout — annoyingly so, I thought at the time. Overall, the engagement was extended a month, and the customer, though ...