When the push is the process the mountain moves closer

“Special Report: e-Commerce Payment Processing & CRM” by Mira Allen and Laura Quinn (NonProfit Times, 1 April 2010). It’s not easy being a 501(c)3. With so much focus on the mission the necessary level empathy for those on the outside looking in can be difficult to muster. This is especially true when it comes to […]

Can customer service get any worse?

” Will Customer Service Be Another Casualty of the Recession?” by Donna Fluss (CRM Magazine, May 2009) Ms. Fluss raises a  good question as well as adds a number of helpful insights. To her foundation I’d like to add: — True high-quality customer service has been suffering for years, even through the best of revenue times. […]