Coopers & Lybrand (C&L) was one of the world's five largest public accounting, tax and consulting firms when one of its consulting divisions finally admitted that despite huge investment in trying to understand the customer through tools such as Customer Satisfaction Measurement (CSM) and Customer Relationship Management (CRM), it still needed to do more to retain customers. To address this C&L launched an innovative customer-supplier workout process to understand the drivers of loyalty and ther...

BPIR Categories

1.3.1 Build customer relationships
1.3.3 Review customer relationship approach
1.2.3 Identify new innovations that meet customer needs
6.4.2 Implement systems for managing the service
6.4.1 Improve process/service performance

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