“The measure of intelligence is the ability to change.” ― Albert Einstein If you work in a B-2-B [Business-2-Business] environment, you will, at some point, have the opportunity to be in a customer account review. This is where you will be reviewing the performance of your organisation against the business commitments that the customer has […]

Read More Customer Service, what do you measure when SLAs don’t work? Processes, outcomes, and benefits