The revenues and earnings of S&P 500 companies are being hammered in a way that is unprecedented since the financial meltdown. This has led many corporate managements to deal with this broad-based financial downturn by engaging in a massive amount of stock buy-backs intended to improve the optics of earnings per share and by spinning off promising divisions and subsidiaries. Read More…
WHAT IS SERVICE MANAGEMENT?
As the discipline of Service Management takes hold in commercial enterprises as well as in institutions of higher learning I am often asked, “How is Service Management different from Customer Service?”
Service Management refers to those principles and practices that help solidify customer relationships through excellence in service across all functions of the organi Read More…