When business customer surveys are done in your organization, are they done to settle claims? Could you say they are focused (empirical) to the point of serving one of a number of predefined actions based on the findings?
As a lifetime practitioner in the field of customer behavior measurement and management, John has over twenty five years of experience in customer relationship and revenue development with marketplace leaders such as Hewlett Packard, Apple Computer, Viacom, GE Capital, Microsoft, Chevron Texaco, C.B.S., Autodesk and OPTUM.
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Books on Relationship Management worth reading….
"Leadership Is an Art"...Max DePree
"B2B Executive Playbook"...Sean Geehan
'Wired and Dangerous: How your customers have changed and what to do about it"...Bell & Patterson
"Failure Sucks"....Steve Bernstein
"Getting Partnering Right"...Neil Rackham
"The Artist's Way"...Julia Cameron
"B4B: How Technology and Big Data are Re-inventing the Customer-Supplier Relationship"...Wood, Hewlin & Lah