To engage their customers in deeper relationship, Coopers & Lybrand (C&L) a large public accounting, tax and consulting firm, implemented a customer-supplier workout process that helped them build customer loyalty. At the heart of the project were cross-boundary workout processes where C&L brought together key customer and internal C&L teams who worked with those customers. The workout meetings' objectives were to: Examine the customer-supplier relationship beyond mere Customer Service Managemen...

BPIR Categories

13.1 Develop and manage supplier/customer partnerships
1.3.1 Build customer relationships
1.3.3 Review customer relationship approach

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