This past holiday season led one of my team members into her first predicament of customer service versus client management. When was it okay for her to be a “yes” person, and when was it better for ...

In most cases, business owners must strike a careful balance between client acquisition and client retention. Client acquisition refers to activities that help you attract new customers to the ...

No one likes hearing “no.” But saying it isn’t easy either. Customer success managers jump through hoops to keep clients satisfied and make sure they’re getting the most value out of a product or ...