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CSM Group provides information and services to help
organisations support and manage their customers. CSM Focus, the
membership arm of the group, is a professional association comprising
over 1000 member organisations concerned with customer service, having
either a focus on helpdesks or on call centres. CSM Group is well
known for its magazine, Customer Management and its highly acclaimed
Customer Service Management conferences. The conferences are held in
the U.S. and the U.K. and draw over 1,200 and 600 paying attendees
respectively. Additionally, CSM holds an annual U.K. based helpdesk
and call centre conference and the Customer Service and Support
Exhibition. CSM partners with its world-wide membership base to
provide answers to industry questions, deliver workshops and training
programmes, and has recently partnered with the Help Desk Institute in
the US to build open-industry standards for the certification of
individual customer support agents and customer support centres. HDI
and CSM are both part of ThinkService Inc.
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