Whitepapers
Journey to Process Excellence: The Need for a Quality Model – and How to Get Started
Starting a journey towards quality service delivery and sustaining excellence has two components: knowing what to do, and doing it right the first time.
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How Social Media Can Negatively Impact Retention and What to Do About It
There are some changes happening with the way your customers and prospects are using social media. If not handled properly, it may not only affect your efforts to add new customers, but also negatively affect your retention/churn rates as well. This document provides an overview of what’s changing and why, the challenges associated with those changes, and some things you can do to avoid potential losses and gain competitive advantage.
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