Silence is Deadly

Maybe you’ve heard the saying “Silence is Golden” once or twice? Well, when it comes to your business, it’s definitely not. In fact, it could be a sign of trouble. Communicating effectively with customers is a big part of a long-term growth strategy,...

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Taking Care of Your Greatest Tech Services Asset

“Unless you have 100% customer satisfaction, you must improve.” –Horst Schulze, Ritz Carlton This is an on-demand, instant gratification world—one in which customers aren’t willing to settle for mediocre service. According to RightNow Technologies, u...

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Make Onboarding as Easy as 1, 2, 3

You’ve put in the hours, done the work, and answered every question. You’ve taken late night phone calls, answered 3 AM emails, and done everything you can to reassure. And all that work paid off when your prospective client said “yes!” and your busi...

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7 Service Desk KPIs to Live By

Today’s service desk technologies and reporting packages make it easy to capture copious amounts of performance data, which is great. But…where does that get you? Or more to the point, how can that data help you improve your team’s performance? It a...

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3 Simple Ways to Improve Client Retention

To set your business up for long-term success, you need to win and retain long-term clients. And the key to client retention is making sure your clients perceive you as a trusted adviser who is vital to the success of their business–not just a techno...

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