Excellence in Managing the Business-to-Business Customer Relationship (2006)

Description

The research, sponsored by Siemens plc, was conducted for the Institute of Customer Service by the School of Service Management at the University of Brighton.

Published 2006. By Dr Paul Frost, Chris Dutton and Harvey Ells, University of Brighton.

It is critical that excellence in a business to business customer service relationship is part of any organisations’s strategy.

This report examines the importance, value and key elements in business-to-business customer service; more importantly, the report offers solutions.

The report is based on the experiences and views of those ‘who have the power to initiate, continue, enhance or terminate the contract or relationship’.

Throughout the report, best and worst practices are identified and the findings are summarised in a series of easy to understand models.

The report is intended to stimulate reflection and analysis by suppliers of how they can improve the quality of their business-to-business customer service. Equally, customers can consider the actions they can take to manage their suppliers more effectively.