In 1998, Criterion Group Ltd, a well established company that manufactures and markets (70% export) home and office furniture, was interviewed by a 'Best Practice ' survey team regarding it's customer focus practices. Criterion has several strategies for both retailer and final customer relationships, these include focus groups to obtain direct feedback, and a customer…

BPIR Categories

1.1.4 Conduct customer interviews/focus groups
1.3.1 Build customer relationships

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