Is Customer Service Making a Comeback?

News Factor News Clip: For several years — about as long as the recent bear market has prevailed, in fact — enterprises implementing CRM systems have focused on reducing costs. Now that things are looking up a bit, customer retention and loyalty are coming back into the spotlight — at least judging from industry hype and buzz words. Yet it remains to be seen whether there will be a resurgence of interest in improving service itself. (full story)