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Customer retention is more critical to your business’s survival than you think. When MBNA halved its customer defection rate, it boosted profitability a whopping 125%. With so many options out there, companies that can’t retain customers won’t survive for long—no matter how innovative its products. Increasing customer retention by just 5%, can boost profitability by […]

Today’s marketplaces have dramatically changed. And it isn’t necessarily for the better—not if you’re an SMB. Thanks to the Internet, consumers are more demanding than ever. That’s because they’re well informed about products and services. They’re also smarter. This gives them the leverage in most sales transactions. If you’re an SMB, you’re probably finding it […]

Everyone agrees. Outsourcing tech support can transform your business. It can change you from an also ran to a market leader—all while cutting costs and boosting customer service. It can even turn your company into a force in your industry—but only if outsourcing is done right. Despite its benefits, outsourcing tech support can sometimes be […]

Failed outsourcing deals litter the business landscape. Just ask any consultant or service provider. How many exactly is hard to tell. Businesses hate to announce failures. But one IT executive estimates that about 25%—and maybe more than half—of all outsourcing projects fail. How do you produce a successful outsourcing project? You craft a well thought […]