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CSM is the proactive management of subscription based SaaS (Software-as-a-Service) customer accounts to help expand revenue, drive end user adoption, reduce churn rates and identify advocates. Read More

Customer service has always been important; without it, or with it severely lacking, a company can end up with a bad reputation and a dwindling customer database, especially with the increase in using social media to channel both positive and negative reviews of companies. Have a read of these tips Read More

No business can afford to ignore its customers. Even businesses that have been around with a loyal following must still ask target customers for feedback. Here are some points to remember about market communication to help improve ROI. Read More

Competition is unpleasant, specifically when you’re the one losing. But it’s life. If you run a business, you’re going to face competition, somewhere, somehow, someway. So how do you deal with the competition? Read More

We all loathe that one person who loves to complain. But when it comes to your small business, learn to love complaints! Read More

Gving out gifts to clients makes them think more about us as a company, and it humanizes us.

This year, a client we aren’t currently working with reached out to thank me for the gift. He also brought up a potential project. Coincidence? Read More

Nearly all brands whether big or small are active on Twitter, Facebook and other social media channels. However, most brands do not have a dedicated customer service handle on their various social media channels. Having a dedicated handle that is strictly for customer service has shown to improve r Read More

The customer service industry continues to evolve at pace. If we look back at times gone by, consumers were extremely limited when they had a complaint or question to ask of a business. Read More

Valuable customer feedback can come in many forms, but the most valuable one is the one we can get personally. Read More