If you’re interested in building an internal customer service initiative, here’s how to undertake this on your own, based directly on what I’ve found works for me. (I’m a customer service consultant, ...

Opinions expressed by Entrepreneur contributors are their own. Are you gearing up to launch an internal customer service initiative? Well, you’ve come to the right place. I’m happy to equip you with ...

Get the latest federal technology news delivered to your inbox. When the reality of COVID-19 began to sink in, it felt like everyone was flooding inboxes with messages of “here’s our plan” or “we’re ...

The popular saying, “the only constant is change,” may sound cliché, but it is invariably true. Change is largely unavoidable, a fact successful business leaders know all too well. Within a company, ...

Ever wonder why some people seem to have a "gift" for working with customers and are the "go to" person in the organization whom everyone consults? It's simple: They have mastered the secrets to ...

In the marketing world, a brand is so much more than a mere logo or symbol. It is the intangible sum of a product's attributes: its name, packaging price, history, reputation, and customer experience.

While it is important for SaaS companies to give net promoter score (“NPS”) its due, net dollar retention is typically the north star metric for customer retention. Customer success teams can move the ...