Numerous articles deal with how customer service and support can be a great opportunity to build a stronger and more profitable relationship with the customers. This turns out to be quite challenging in the real world where companies need to manage complex technical and social interactions.
There is an interesting online magazine called Inc.com which contains many articles on entrepreneurship and business development. See attached link on customer service: http://www.inc.com/resources/office/articles/20050101/customers.html
Customer service should be a events/interaction where companies build and strenghten their relationships with their clients, not a portal where they simply solve daily problems.
Best to all,
Pontus
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