Translate

Articles - Customer Management

Browse our range of content on customer management techniques to strengthen relationships and improve retention.

Customer Profitability Analysis

A Beginner’s Guide to… Customer Profitability Analysis

Person smiling at letter in their hands

An Example of a Letter for Customer Service

A call centre agent in an office wearing a headset and glasses

How to Handle Contacts From Challenging Customers

Barriers between people

The 6 Barriers to Good Customer Service

A picture of wooden blocks spelling out "CX"

How to Improve the Customer Experience – With a Checklist

Person not accepting no on phone

How to Deal With Customers Who Don’t Take No for an Answer

Great idea concept with crumpled colorful paper and light bulb

Customer Experience Management (CEM) – The Latest Thinking in Looking After Customers

Pressure of Demanding Customers

How to Deal With Demanding Customers

Unhappy call centre agent in front of yellow wall covered in post it notes

An Action Plan for Customer Service Agent Abuse

Multicolored sheets with figures and magnifying glass

Customer Segmentation: How to Segment Your Customer Base

A picture of multicoloured people in a circle with arrows leading to groups of the same colours

The Ultimate Key to Crowdsourcing in Customer Service

A picture of people assessing analytics

What Is Customer Journey Analytics and How Can It Benefit Your Organization?

A photo of someone pointing at themselves

6 Ideas for a Great Personalized Customer Experience

A picture of someone pushing a fifth star into place, representing the improving CX concept

Improve Customer Experience: 5 Strategies That You NEED to Try

A picture a happy person with a service recovery icon on their phone

What is Service Recovery – With Examples

The contact centre podcast cover art for Peter Massey's discussion on 'how can we increase customer engagement by doing less?'

Podcast: How can We Increase Customer Engagement by Doing Less

A photo of someone in consideration while looking across mountain range

23 Considerations to Make Before Implementing a New Digital Channel

A photo of a piggy back with measuring tape-around-it

How to Calculate Customer Profitability

10 Innovative Ways to Create Customer Value

Party backgrounds with colorful confetti, streamers and gift box.

10 Fun Ideas for Customer Appreciation Day

Cheerful smiling colleagues working with papers and discussing project while sitting at the table

10 Essential Skills for Every Contact Centre Manager

frustrated young woman wearing microphone headset dressed in shirt sitting at her workplace at the office,

How to Deal With Difficult Customers

How to Handle Escalation Calls

11 Customer Retention Strategies