Optimizing customer service is something that is said in plenty of meetings and in thousands of emails, but it’s often an initiative that is pushed aside in favor of projects that bring direct revenue. However, this article by Rich Schiesser examines some of the components of customer service optimization for those in IT who are dedicated to increasing the quality of customer interaction. The article focuses on identifying key customers and optimizing customer service for them – this will then spread to all of your customers naturally. The article explains how to first identify your key customers through a series of question. Once identified, these customers will become the test-bed of your own customer service optimization.