The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
Customer Experience Management is a useful concept, but to make it more than a buzzword in your company, you'll need to put Excellence into a context of Relationship. Product features can always be duplicated; they offer no long-term competitive advantage. Relationship does, but in order to use it, relationship-thinking has to be embedded in the DNA of every level of your company.

Continue Reading »