The reality is that organizations are increasingly rigorous in evaluating vendors. Purchasing departments in some cases require that a vendor assessment is completed employing a standard template as follows: Buyers tell us, however, they are rarely asked by suppliers about such evaluation procedures. That means suppliers are making assumptions about how they are being evaluated. [...]
If customer satisfaction is how you are measuring your performance then prepare to be surprised. Traditional measures of customer satisfaction are a poor indicator of customer loyalty. In our experience sellers typically overestimate the levels of loyalty and satisfaction of their customers. That is because they don’t know what their customers are thinking and in [...]
sellers committed to growing repeat business have by necessity to dispense with the notion ‘all customers are equal.’ They need to segment their customers according to their needs and more importantly their strategic importance
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