This post by Jeanne Bliss appeared on December 5, in smallbiztrends.com and is pretty good.
It’s probably the season, and many bloggers are probably thinking retail, but Jeanne’s tips are good ones for the b2b sphere as well.
The one thing that we think she might have missed was empowering your customer service people to make decisions on behalf of the company, unless the rep isn’t comfortable solving the customer’s problem, usually because he/she thinks the solution might be or is too expensive. In which case, getting some supervisory or owner input is a good thing.
Here’s the link to Jeanne’s post: http://smallbiztrends.com/2012/10-actions-customer-leaders-use-success.html