Studie - Steps towards improved wholesale customer interaction strategies

Wholesalers are realising the importance of how they handle the interactions with their customers and prospects, with increasing talk of putting the customer first, or at the centre of an organisation. Ovum principal analyst David James advises how wholesalers can improve their strategies for their interactions with their customers.

Table of contents



Executive summary



In a nutshell

Key messages



Recommendations for wholesalers



Clarity of purpose

Flexibility is key to meeting customer requirements

Wholesalers must offer multiple channels to their customers

Co-ordinate all aspects of customer interaction

Pretty is nice but not sufficient

Let ‘Kaizen’ be your watchword



New customer interfaces improve customer service



Customer service as a differentiator in wholesale

Customer interfaces come in multiple forms

Automating the customer interface



The wholesale customer’s perspective



More can be done

The complexity of a multiplicity of interfaces

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