Category Archives: Customer Relationships

Repairing Relationships with an At-Risk Account

Using the Customer Review process to rebuild confidence with a B-to-B account The Challenge For two months, an Account Executive at our financial industry client had been trying unsuccessfully to get in front of one of his key customer contacts. … Continue reading

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Best Practices, Business-to-Business Sales, Customer Confidence, Customer Feedback, Customer Relationships, Customer Trust

Is There a Magic Formula?

Is there a magic formula for turning detractors into neutrals and neutrals into supporters? I was recently asked this question by a long-standing client. My short answer was no. There is no magic formula because every situation and every customer … Continue reading

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Best Practices, Customer Feedback, Customer Relationships

Communication is Everything

Customers often feel their issue is not receiving the attention it deserves – not because this is necessarily true, but because they are not communicated to about efforts underway to solve their problem. Continue reading

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Business-to-Business Sales, Customer Relationships ,

Obsolete? Customers Beg to Differ

Buyers don’t want your salespeople to just be wandering their hallways in search of the next deal. What they do want is the specialized knowledge and advice that their suppliers can provide. Continue reading

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Business-to-Business Sales, Customer Relationships, Voice of the Customer , , ,

7 Things Customers Want

We all know that the lists of customer wants, needs, complaints and requests can be quite long and varied. These are just some of the themes gathered from the customer complaints and compliments heard by our clients. Continue reading

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Business-to-Business Sales, Customer Feedback, Customer Relationships, Voice of the Customer ,