In 2010 CDW, a US provider of technology solutions, won the Forrester Research Voice Of The Customer Award for its customer focus approach. The company was judged across five categories: clarity of approach, business value to the organization, positive impact on customer experience, innovation, and potential for other companies to repeat the practice. The company focussed itself on understanding and meeting the needs of customers, surveyed thousands of them annually and created "hot alerts" to i...

BPIR Categories

1.3.1 Build customer relationships
1.3.2 Determine & provide customer contact mechanisms
1.1.1 Customer performance/satisfaction measurement

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