Brad explains how successful organizations cultivate profitable relationships. Steps include understanding your customers, interacting with them personally, segmenting them sensibly, retaining the right customers, anticipating customers needs and offering solutions,...
What is social media? A channel? A strategy? How we use these terms matters! This podcast is also available as an article: Is Social Media a Channel or a Strategy?
Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also available as an article: An Overview Of My Upcoming Book
