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Home » How to Build a Customer-care System

How to Build a Customer-care System

By    William R.  McCleave, ,   Thomas P.  Gale 
June 25, 2003
More about:  Distribution Sales & Marketing
Editor's note: This article is the fourth of five in an MDM series that provides select excerpts from a new book, Stand Out from the Competition! Four Pathways to Differentiate Your Wholesale Distribution Company.



A customer-care system is a complex concept to explain and a fitting capability to discuss last in this book on differentiation. Many wholesale distribution companies prove their value to some degree with their best customers by verifying their value or documenting their performance, but few companies design and operate formal customer-care systems.


As we interviewed wholesale distribution companies, we found a wide variety in the ways companies defined and approached customer service. All the firms we interviewed cared about customers and how they ...

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Editor's note: This article is the fourth of five in an MDM series that provides select excerpts from a new book, Stand Out from the Competition! Four Pathways to Differentiate Your Wholesale Distribution Company.



A customer-care system is a complex concept to explain and a fitting capability to discuss last in this book on differentiation. Many wholesale distribution companies prove their value to some degree with their best customers by verifying their value or documenting their performance, but few companies design and operate formal customer-care systems.


As we interviewed wholesale distribution companies, we found a wide variety in the ways companies defined and approached customer service. All the firms we interviewed cared about customers and how they ...



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