In today’s competitive digital marketplace, most clients of publishers and information services companies expect to get what they demand. That’s the norm. When something goes wrong, for example, they need to resolve the issue as fast and as efficiently as possible. And yet, to stand out from the rest, publishers and information services companies need to exceed expectations consistently. For instance, publishers are also under increasing pressure to rein in costs, which makes the challenge of keeping customers happy even more pressing. Therein lies the opportunity.