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 ...

You may think it’s a simple matter of semantics, or maybe you’ve grown tired of hearing the debate over and over, but I think it’s important for any organization to revisit this issue regularly to ...

The difference between a customer and a client may not be readily apparent to some business people. Failing to recognize the difference can result in lost sales and goodwill and have an otherwise ...

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 ...