Articles - Customer Management

Customer management is about building long-term relationships through consistency, care, and smart communication. This collection of expert advice, case studies, and practical resources explores how to manage customer interactions across every stage of the journey, from first contact to retention. Discover how processes, technology, and people work together to deliver smooth experiences that meet both customer expectations and business goals. The articles here also share proven strategies for segmentation, proactive engagement, and handling high-value or at-risk customers effectively.

Next
RECENT
POPULAR
Customer Profitability Analysis
A Beginner’s Guide to… Customer Profitability Analysis
Collage creative picture of hands holding mechanical retro keyboard journalist typewriter antique document isolated on beige background
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
 
Next