WearGuard - B-to-B with a Consumer Twist (2007 words)

In the company's customer service department, account managers act as consultants, not merely order-takers. "They do more than help customers choose products," Abrams says, noting there often are more complex customer service issues in a b-to-b sales environment than in a consumer catalog. For example, customers may need help with billing and shipping, or customization of their ordered products.