Building profits by letting service people do what they do best

Rather than "sales through service," which tends to reinforce the wrong behavior and create barriers to customer value, companies should be helping customers get more out of the products and services they bought in the first place. This in turn will lead to additions, enhancements and even replacements. Loyalty is like respect; it has to be earned, not demanded. Read all about the experiences of David Rance in this article on CRMguru.com.