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An email from a reader prompted me to search our Archives for articles on customer service. I found a slew of great articles that would provide a starting point for any company looking to improve or evaluate their customer focus.
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Here is a selection of what I found::
Shifting Definitions in Value
Distributors need to consider new approaches to doing business and differentiating themselves in what's been referred to as the "new normal." More than ever they need to differentiate themselves in the post-2009 landscape.
How to Build a Customer Care
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.
Customer Focus: A Quick Assessment
Todd Youngblood of The YPS Group, Inc., a sales process engineering and sales training firm, created these 25 questions to help think about and determine how customer focused your organization is.
Free Your Customers
Distributors are caught in a trap. To free themselves, distributors will first need to free their customers. For-fee services will play an important role in helping distributors break out. By avoiding potential barriers, distributors can design a successful fee-for-services strategy to move forward with a plan that benefits their bottom line and the bottom line of their customers.
How to Build Service Value
Using customer profitability information, you can rethink current sales and business policies to create new ones that help transform marginal accounts into profit contributors. Here's how to create a customer-centric distributorship in the top performance quartile.
Build a Customer-Driven
Key to an effective technology strategy is to optimize strategic fit and performance for the present business, while positioning yourself to compete in an uncertain future. An honest customer-driven orientation is the most important roadmap for managing technology investments. You need to understand how end-user customers buy and want - not just which products they buy or who they are.
The above are articles featured in archived issues of MDM Premium. Subscribe today or learn more.