Knowledge Management: The Unsung Hero of Customer Service As we celebrate Customer Service Week* and honor the hardworking frontline representatives, it’s essential to also recognize the often-overlooked teams behind the scenes who share the same service mindset and goals within organizations. One such team is knowledge management, which plays a crucial role in delivering exceptional…
Redefining Customer Success Customer success is a critical asset to organizations across the business landscape, and is finally broadly recognized as such in the recent decade. As the subscription model has gained traction and spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. If…
The principles are easy: set the right expectations, then meet or exceed them and your clients will be happy at the least, and become champions for your product and/or company if you’re really awesome. So why do so many companies fail at providing stellar customer service? Because they set expectations to exceed what they are…
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