The economy has taken its toll on all businesses, some more than others. But add to that fact, changing technology and the change in consumer buying habits and you have a more challenging operational situation. Borders Books announced yesterday that it is filing Chapter 11. On the same day I received a detailed email from the [...]

Reading some more in the book What the Customer Wants You to Know and came to the chapter about communicating with your customer.  Author Ram Charan says: The final step to ensure long lasting and profitable customer relationships is to incorporate post-sale servicing into the overall process. The sale does not end when the contract is signed. It [...]