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New-economy conversations: How to get "real" customer feedback

September 25, 2001
Editor's note: This article is an excerpt from The Wholesale Distribution Customer Speaks, a book published this year by the Distribution Research and Education Foundation of the National Association of Wholesaler-Distributors. The focus of the book is to gain customer perspectives on two trends: e-business and fee-based services. Please see below for ordering information.

Executive summary: This article outlines customer perspectives on two trends: online buying and fee-based services, as well as a methodology for building effective customer-research tools. Properly executed, customer conversations can produce valuable insights that can shape strategy, confirm or redefine your company's business model and position you to benefit from today's evolving marketplace. Your ...

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