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SUMMARY
Wholesalers are realising the importance of how they handle the interactions
with their customers and prospects, with increasing talk of putting the
customer first, or at the centre of an organisation. Ovum principal analyst
David James advises how wholesalers can improve their strategies for their
interactions with their customers.
TABLE OF CONTENTS
Executive summary
- In a nutshell
- Key messages
Recommendations for wholesalers
- Clarity of purpose
- Flexibility is key to meeting customer requirements
- Wholesalers must offer multiple channels to their customers
- Co-ordinate all aspects of customer interaction
- Pretty is nice but not sufficient
- Let ‘Kaizen' be your watchword
New customer interfaces improve customer service
- Customer service as a differentiator in wholesale
- Customer interfaces come in multiple forms
- Automating the customer interface
The wholesale customer's perspective
- More can be done
- The complexity of a multiplicity of interfaces
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