There have been large changes in the way software is built and sold over the last decade. Today, it is much easier to build software than it was in the 1990s. However, there is far more competition, ...

I first started writing about the benefits of a more proactive approach to customer service and experience back in 2013. It seemed to me that the benefits were clear: delivered well a more proactive ...

This looming turnover wave signals a critical need for organizations to dig deeper. Beyond traditional perks, it's time to address the emotional and psychological factors driving disengagement.

Proactive customer support is all about identifying and resolving customer issues before they turn into bigger problems. Customer service experiences rarely delight us. Most of us can detail an ...

It’s no secret that the past two years have presented many challenges that negatively affected business owners. Despite this, many are seeing opportunities for increased revenue and growth in the ...

Microsoft is adding a new, high-end support option to its Premier service line-up that is focused on "proactive," rather than remedial, support. Available globally as of August 18, the new offering, ...

Who’s going to make the first move? That’s the ultimate difference between reactive and proactive care for Internet Service Providers (ISP). With reactive care, you show the customer that you can act ...

Enterprise systems like servers and networking equipment have long had advanced support options. Vendors provide proactive and predictive maintenance that attempts to detect and correct issues before ...