Customer listening post established through a council of sales representatives

To continue to grow and improve as a manufacturer, Vanguard Piping Systems, a US manufacturer of cross-linked polyethylene (PEX) tubing and accessories, recognised its need to listen to its customers and established a Rep Council to get a better 'feel' for what sales representatives faced every day in the market place. The country was divided into three separate sales regions and each regional manager chose two representatives from each of their regions to sit on the Council and serve a rotation...

BPIR Categories

1.1.7 Review customer listening & learning methods
4.2.1 Manage sales & sell products & services
9.7.1 Encourage employee involvement and feedback