Advancing technology has opened new possibilities for customer service delivery, giving companies more options when setting strategy.

Being able to analyze data will not be the key to your success in the future. If you expect to have a viable career, you better get in touch with your emotions.

While a good relationship between a sales representative and buyer won’t always protect the vendor from being shut out of business, it may leave the door open.

The name Volvo has long conjured up an image of safety. But the fatal crash involving an autonomous Uber vehicle puts the brand in new peril, says Smith School reputation expert Roland Rust.

It happens. Sometimes companies let their customers down. And when they do, they need to fix it fast, says Janet Wagner of the University of Maryland's Robert H. Smith School of Business.