Executive Update

Customer Service Management: Continuous Improvement

Posted July 31, 1999 | Leadership |

This is the final Executive Update in a three-part series on customer service management (CSM). In previous updates (April 1999, No. 2 and June 1999, No. 1), we discussed how customers were not recognizing "best efforts" support as satisfactory in terms of quality and cost.

About The Author
John Marshall
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