SERVICE ALIGNMENT CASE STUDY

This is a case study of how one company aligned with their customer to improve the effectiveness of their services while reducing cost of service and achieving improved customer satisfaction and value. Company: The service provider and customers relative to this case study are not named to protect the interest of the organisations involved.  Should…

Best Practices at Leveraging Relationship Value

Best Practices at Leveraging Relationship Value By John Smibert   (www.custell.com) I am often asked about ‘best practices’ relative to leveraging relationship value. At a recent executive meeting I witnessed the outcome of the application of relationship ‘best practices’. The CIO was presenting the three year progress scorecard of one of their ITC outsourcing relationships. The…

Customer Perception Case Study

RELATIONHIP VALUE MANAGEMENT IN THE SERVICES INDUSTRY   Company:                        Fujitsu Australia Limited   Type of Business:                   IT Managed Services. Timeframe:                              2001 to present Issue:      “One on one” management and improvement of the perceived relationship value by “Blue Chip” customers. Although retention of key customers was good in year 2000 and 2001…