Partner Up With Customers
About The Book
The two biggest challenges most organisations face these days is meeting the demands of their customers and beating their competition. No longer can a supplier rely simply on the reliability of their products and services to retain and grow a customers business the supplier needs to confront the ever increasing demands of customers for: - More for less - Customised products/solutions at standardised prices - Improved communications - Greater responsiveness - Providing added value The supplier cannot guess the customers needs. There needs to be a way of working involving honest (if brutal) feedback, confronting and resolving problems and growing the relationship into an inseparable, long term and mutually profitable partnership. This ebook enables a supplier to use a Partnership in Performance process to achieve this partnership way of working. It includes surveys, explanatory notes and problem-solving/action planning templates to build a truly profitable partnership with customers.
This ebook details everything a supplier needs to do to build mutually beneficial working relationships with customers. It includes a process called Partnership in Performance which analyses the current level of both customer and supplier satisfaction with the relationship at present and identifies areas to work on for mutual benefit under the 9 headings of: Product quality Service quality Commercial terms People attitude and behaviours Communications quality and frequency Approach to the relationship Added value consideration Understanding of customers purpose Understanding of customers plans It also provides a template for tackling issues to deliver improvements and action plans which can be used to monitor continuous ongoing improvements in the performance of both supplier and customer as they work together to fully realise the potential of the relationship.