Relationship Management Building and managing customer relationships at the US City of Fort Collins, winner of a 2017 Baldrige National Quality Award, takes differing forms because of the City’s diverse services. Some services, such as Utilities, have a “sole source” relationship with customers and therefore focus on improving satisfaction and meeting changing needs rather than…

BPIR Categories

1.3.1 Build customer relationships
13.1 Develop and manage supplier/customer partnerships

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