Business Intelligence

Serving Customers In The Downturn

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Executive Summary

Customer service is critical to the success of all companies, whether they are selling paint and hardware to do it-yourselfers in suburban America or selling multibillion-dollar power plants to public utilities in rapidly developing markets. Indeed, a recent survey by the Daniel Group for Caterpillar found that more than 40 percent of all "Highly satisfied" business customers had referred other potential customers to the same company. With the importance of customer service in mind, here are three things you should do: Identify your best premium customers, recognize their importance to your overall profitability, and understand who your competitors' premium customers are.

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