Articles by Vincent Deschamps

Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon that fosters growth and competitive advantage Some common steps can turn customer service into a strategic weapon that can be especially valuable during difficult e...

Who would have thought the meltdown in financial services could fuel the overhaul of the industry's customer service departments? Actually, it's just one of several factors driving companies to put customer service initiatives on the fast track in pursuit of compelling business advantage The subprime mortgage crisis is changing the face of many fin...