Relationship Rhythms
Read moreI’m going to miss the rhythms of summer: the long days, breaking of waves and sounds of crickets. They...
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Are Big Accounts Good For Your Customer Base?
Read moreEveryone we know agrees that the famous 80/20 Rule or some variation of it applies to the customer base...
Most Effective Strategic Account Management Programs
Read moreThe most effective Strategic Account Management Programs (SAMPs) we know of share a mutually beneficial relationship with their suppliers....
Third Party Interviewers
Read moreWhen you want to measure the health of an account relationship, you might consider using third party trained interviewers....
Measuring the Relationship Health of Critical Accounts
Read moreAs the retail industry has learned, customer satisfaction research provides an efficient and effective means to learn about customers’...
Quantify 20-80 Costs
Read moreEvery firm has what we call 20-80 costs, where 20 areas provide 80% of its cost base. If a...
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