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» Products & Services » » Sales and Marketing » Sales Management » Managing Customer Loyalty » Customer Satisfaction

Manage Reseller Relationships: Enhancing Volume and Revenues

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ID: 3727

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Words: 677

Published: Pre-2020

Delivery Format: Online

 

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  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • SPECIAL OFFER
Employ a balanced scorecard approach to measure and increase major customers’
satisfaction.
1996 Malcolm Baldrige National Quality Award Winner Dana Commercial Credit has
developed a measurement system to ensure clear service standards in the
customer/supplier wholesaling relationship. Dana meets with customers to
ascertain customer needs. The customer then identifies and prioritizes the key
satisfaction drivers which Dana uses to develop a customer scorecard. Service
standards are developed based on the scorecard measures, and goals are
developed based on the service measures. Dana then employs the scorecard to
focus on performance and improvement, keeping supplier employees and customer
employees focused on the agreed upon satisfaction measures and the service
levels ...

Industries Profiled:
Chemical; Computers; Financial Services; Telecommunications; Banking; High Tech; Manufacturing


Companies Profiled:
Dana Commercial Credit; Cisco Systems; Shell Chemical; SBC Communications

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