Challenge/Issue: A large multi-national high-tech company had hundreds of sales per day. They sold through a direct sales force, as well as numerous channel partners — both being widely geographically dispersed. They wanted to be sure they weren’t either losing customers or at risk of losing them.
Approach: We performed monthly transactional telephone surveys, both domestically and internationally, for them. These focused on a variety of operational functions — including customer service and billing — that impacted the customer…
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