Service Relationship Management (SRM) is the unique bridge between Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP). This hybrid approach to service focuses on the end-to-end service delivery life-cycle and embraces the concept of service as a relationship and a revenue generator, rather than a cost center.

There are several ways to improve your business, which could be anything from automation to business processes. The better you become at your process, the faster you will see your return on investment...

One of the most important concepts in the service industry is to retain valued repeat customers while pursuing new opportunities. The current customers can and will help you gain new business. The key is to make sure you know what your clientele will think and say about you. Simple word of mouth can be just as effective as advertisements, networking and a go-getter sales staff. A reference is good to have, but a true believer will also be proactive in their simple day to day communications with others. People that find a good thing will talk about it. If you find a good doctor, attorney, or plumber, don’t you tell your friends about it? The opposite is also true. If the service you provided to a customer was inadequate, that will also be talked about...

If any of these sound like you, it's time to rethink your customer service methods...

It might be a wonder why CSDP’s logo is tiger eyes. Perhaps this will make some sense of it…

When faced with this burning question, most people believe that you should forget about your weaknesses and focus on making your strengths even stronger. However, as the expression goes, “If it’s not broke, don’t fix it.” We believe that you should tend to your weaknesses in order to better your general skill set rather than only focusing on your strengths. In order to be the best at what you do, we believe you must be strong in every area, not just in one. After all, a ship with expensive, state-of-the-art sails is useless if there are holes in its hull.

Send some or all of your people home. They can work from there and save you money and themselves time and money (no gas, a tax write off for their home office space, etc..). Today technology has made it possible for employees to home report. The key here is to have responsible high character folks in your organization. If you do trust them, then there are many jobs that can be performed at home just as easily if not more easily than going to an office every day. Your staff can be more effective if they don’t have to get ready and drive to work. You may even find that you’re getting more hours from salaried people than ever before...

We, as service organizations, seem to have many things in common despite our very unique approaches to service. No matter how different our approaches may be, we all seem to share the same ultimate goal: Providing a solution to our customer’s request. But as service driven individuals, we can’t stop there...

Knowledge base technology is centered on the idea that a system can warehouse and deliver information to an end user. This type of information is similar to a question/answer platform. The kinds of delivered information can be...