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Are Big Accounts Good For Your Customer Base?
Everyone we know agrees that the famous 80/20 Rule or some variation of it applies to the customer base...
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Most Effective Strategic Account Management Programs
The most effective Strategic Account Management Programs (SAMPs) we know of share a mutually beneficial relationship with their suppliers....
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Third Party Interviewers
When you want to measure the health of an account relationship, you might consider using third party trained interviewers....
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Measuring the Relationship Health of Critical Accounts
As the retail industry has learned, customer satisfaction research provides an efficient and effective means to learn about customers’...
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Quantify 20-80 Costs
Every firm has what we call 20-80 costs, where 20 areas provide 80% of its cost base. If a...
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Proactive and Preventive
Saunders Valve is a Welsh manufacturer whose primary customers are large oil companies: BP, Dutch Shell, etc. They supply...
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Planning to Make Informed Decisions
Planning is a Systematic Way to Make Informed Decisions Planning is NOT a: Projection: Although some managers just extend...
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What Is a Communication Plan?
A communication plan is a strategy that defines, in advance, the process of transferring information to the appropriate people...