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Well-known CRM analyst and thought leader, Denis has made contributions to our thinking about cloud computing, CRM, social media, analytics and mobility. He runs the Beagle Research Group, LLC and is the author of "Solve for the Customer", "You Can't Buy Customer Loyalty, But You Can Earn It", and recently, "The Age of Sustainability". He frequently contributes to this and other outlets. Check out, and

3 responses to “Is Customer Service the New Marketing?”

  1. Is Customer Service the New Marketing? – Enterprise Irregulars « fred zimny's designing design thinking driven operations

    […] on Share this:TwitterFacebookPrintStumbleUponPinterestGoogle +1TumblrLinkedInLike this:LikeBe the […]

  2. servicedoctor

    A focus on short-term profitability and considering customer service an expense that must be reduced results in companies that give only lip service to customer service. The Zappos-like companies are only too happy to see their competitors not look at the big picture.

  3. Find the lastest What Is A Customer Service Culture News | Learn Customer Relation Building Top Tips

    […] Find the lastest What Is A Customer Service Culture News Posted on January 11, 2012 by Is Customer Service the New Marketing? Zappos is widely recognized for making customer service central to their culture. Leadership sees support not as a cost, but as an opportunity to market through personal connections with customers. This success is largely attributable to customer … Read more on Enterprise Irregulars […]