The Singapore National Library Board (NLB) took a total customer centric approach to service excellence, aligned service offerings to NLB's strategy and future customer needs, and created a Customer-Centric Management Framework, focussed on targeting, delighting, and collaborating with customers/partners/vendors. Listening and learning tools helped gather, analyse, classify feedback, and anticipate future and new customer needs. A project methodology incorporated needs into the design and imple...

BPIR Categories

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

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