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Manager’s Toolbox

Customer Needs: A New Approach to Differentiation

Why Overly Lean Organizations Are Less Resilient

Why Change Gets Resisted

Why Behavior Is Everything

9 Ways to Increase Workplace Cohesiveness

25 Team Leadership Quotes That Inspire Greatness

10 Phrases Good Managers Say Regularly

Ready to Join Management? Here Is How to Prove It to Your Employer

Forget the Resume: Focus on Challenging and Growing People

Why Organizational Leaders Often Misdiagnosis Problems

The One Thing Leaders Need

Six Ingredients for Meaningful and Productive Meetings

The State of the Email Salutation: Hi, Hello or Dear?

Focus on Coaching to Improve Team Performance

To Recruit The Right Talent Think Like a Baseball Scout

Why You Cant Train Your Way To Change

When Employee Engagement Goes Wrong

5 Ways to Incorporate High Value Thinking Time

Leadership Advice from Your Four-Year-Old Self

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Customer Connect Expo 2025
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Latest Articles

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Customer Service News

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Knowledge Base

  • How Satisfied Are Customers With Amazon?
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  • Investing in Employee Training: 9 Long-Term Benefits for Businesses
  • Employee well-being: The new cornerstone of exceptional customer service

Manager’s Toolbox

  • What are the 7 Rs of Logistics?
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  • What are the Ten Principles of Reinvention?
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About CSM

Customer Service Manager (CSM) is the leading resource for Customer Service Managers and professionals. With more than 20,000 members in 57 countries, we are dedicated to helping improve customer service worldwide!
ian-miller-proCSM is edited by Ian Miller. Please contact us with your comments, questions or suggestions.

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