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 ...

A roundup with Danny Meyer (Union Square Hospitality Group), Diana Oreck (Ritz-Carlton Leadership Center), Ann Alba (The Broadmoor), and your author. Results are in, and 3 out of 3 customer service ...

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 ...

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 ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

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 ...