Operations
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How to get started with key account management?
I have written extensively about key account management strategy. As anyone can appreciate, it is a highly complex and time-consuming initiative for an enterprise of any size, so when a reader asked me how to get started, this was my short response highlighting five simple steps that one can take: Organize a meeting with people [...]
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How to make telephone customer service work?
As part of meaningless cost cutting by businesses, one of the areas where we have seen the most cuts is customer service. Over the years it has become nearly impossible to speak to a human being that works at the company that you are calling and is genuinely interested in resolving your problem. On the [...]
