PEOPLE

Establishing the infrastructure (cross-functional customer teams) and then elevating the skills of the team from the customer owners to leadership to enable your organization to effectively service and connect to the needs of the customer

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PROCESS

Operationalizing a customer-centric program to ensure relationship management methods and practices are predictable, repeatable and measurable across all customer owners and business units/divisions

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TOOLS

Metrics and measurements (internal, external and industry) to drive the desired behaviors and outcomes of the customer team with a focus on leading/prescriptive indicators and direct customer feedback (VOC)

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Webinar Replay – The Best of Both Worlds-How Relationship and Transactional Feedback Work Together to Drive Revenue and Business Improvement

April 28, 2017

Organizations no longer have to make decisions about which type of feedback, transactional or relationship, will work best for their business, as they are both equally important.

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Webinar Replay – Using Customer Feedback to Access the Executive Suite

March 30, 2017

This webinar will illuminate innovative ways organizations are utilizing customer feedback to drive senior level relationships.

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The Competency Profiler

May 13, 2015

May 13, 2015 – The Chapman Group developed this important SAM Profiler from its 27+ years of building and tuning up SAM programs as well as from the feedback received from the customers of our clients in the 1,000’s of Voice of Customer surveys that we have executed- it provides you a look into the […]

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