Customer Support Mechanisms (detailed in Figure 3.2-1) at Donor Alliance (DAI), a US organ procurement organisation, enabled customers to seek information and support through formal and informal meetings, ongoing communication, strong relationships between the organisations, and a variety of customer communication and VOC listening methods (see also Figure 3.1-1). DAI determined its customers’ key support…

BPIR Categories

1.1.7 Review customer listening & learning methods
1.3.1 Build customer relationships
13.1 Develop and manage supplier/customer partnerships
2.1.1 Analyse & understand competition
4.1.1 Identify market segments & target customers
7.2 Provide after-sales service
7.2.1 Provide post-sales service

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