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Where to Invest: Customer Service or Service Quality?
(Powerful Ideas/White Papers)
... facilities and equipment and the appearance of personnel Note that empathy (how many businesspeople tend to think of customer service) is fourth out of five characteristics. The two most critical are ...
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Managing Relationship Assets
(Powerful Ideas/White Papers)
Managing Relationship Assets: Survival in Shifting Markets Depends on Adaptability By Brad Mitchell and Sallie Sherman, S4 Consulting An unavoidable conclusion having advised American business ...
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The Termite Fable: A Relationship Management Fable
(Powerful Ideas/White Papers)
... Principles: Listen to what others are seeing and thinking Identify trends and understand their implications for your business Deliver bad news early Consult before deciding ...
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Community
(About Us/How We Help)
S4 Consulting is the sponsor of an online community that serves as a forum to discuss business relationships. Businessrelationships.com is a way to connect with others to discuss the best thinking on ...
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How to Recover Strategic Account Relationships
(Powerful Ideas/White Papers)
How to Recover Strategic Account Relationships by Joe Sperry, S4 Consulting Firm-to-Firm Relationships In our experience, almost every business-to-business supplier has co-destiny accounts, those ...
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The Greening of Business Relationships: A Supply Chain Imperative
(Powerful Ideas/White Papers)
The Greening of Business Relationships by Art van Bodegraven, S4 Consulting We’ve been writing and speaking about green developments in the supply chain world for a few years. In the beginning, the ...
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Logistics and Supply Chain Relationships: Fueling the Drive to Win-Win-Win
(Powerful Ideas/White Papers)
... of key customers’ business by 10%? By 50%? What if your margins could increase by a third? By half? It’s beyond satisfying to put trackable numbers into the feel-good equation. The literature is ...
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Relationship Rhythms
(Powerful Ideas/A Message from Sallie)
... relaxed, and renewed. Thinking about these rhythms of summer made me realize that relationships have rhythms too. I head them this morning during a business call. It was the easy give and take, the willingness ...
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What's Important in 3rd Party Logistics Service Provider Relationships, and How They Can't Work Without Active Relationship Management
(Powerful Ideas/White Papers)
... and a 3PL is often called an LSP, Logistics Service provider.) We began with a workshop designed to discuss what's important in these business arrangements, and how they might be codified for inclusion ...
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Yesterday's News and Today's Opportunity
(Powerful Ideas/White Papers)
... without a defined role in somebody's supply chain, is a company on the precipice. Texas Hold 'Em In Supply Chain Management It is frighteningly easy for enterprises to make "bet the business" ...
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Ed Gregor
(About Us/S4 Consultants)
... expertise in engineered plastics, ceramics, elastomers, fibers, metals and technology which achieved a R&D 100 Award. He knows how critical downstream business relationships are to the success of ...
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Are Big Accounts Good For You?
(Insights/Company-to-Company)
... your profits come from a small portion of your customers.We don't know whether this is a good situation for your company or not-- it depends on the business you are in and the strategy you pursue. What ...
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Relationship Return on Investment (RROI)
(Powerful Ideas/White Papers)
... as you do every other financial investment you make in your business. As long as the investment provides a sufficient financial return to you, you can make those investments with confidence. Key account ...
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The Power of Relationship Assessments
(Powerful Ideas/White Papers)
... are conducted by an objective third party. Measuring and managing the health of strategic account relationships is a major challenge for executives leading business-to-business account relationships. ...
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Outsourcing: A Business Relationship Management Challenge
(Powerful Ideas/White Papers)
Outsourcing: A Business Relationship Management Challenge by Sallie J. Sherman and Jill Hultin, S4 Consulting We believe that successful outsourcing projects depend on managing key relationships. ...
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Is the Relationship Healthy?
(Insights/Company-to-Company)
... useful and important in business-to-business markets. Because b2b firms have fewer total customers than retailers. It would seem that it is easier to monitor the health of a given account relationship. ...
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What the Customer Wants You to Know
(Powerful Ideas/Book Reviews)
... Total picture of the customer’s business Decision making in the customer’s shop A value proposition Customer need Your offerings Your financials (business case) The benefits of ...
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The Southwest Airlines Way
(Powerful Ideas/Book Reviews)
The Southwest Airlines Way: Using the Power of Relationships to Achieve High Performance by Jody Hoffer Gittell This is one of the best business books I have read in a long time. ...
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A Sense of Urgency
(Powerful Ideas/Book Reviews)
... John Kotter, author of a number of organizational change books, argues in A Sense of Urgency that, given the speed at which business is changing, firms need to be continually changing just to survive. ...
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Supporting Strategic Account Management with Systems
(Powerful Ideas/White Papers)
... higher-level tools such as Business Objects, Cognos, or Hyperion. 2. Ability to Support Communication The strategic account manager must be able to communicate rapidly about critical issues ...