Building Relationships with Your Key Customers - How are you doing?
Having been in business for many years has gotten me to read, study, and listen to others for ways to improve our customer experience. With each tidbit of knowledge, I have tried several strategies to build better relationships with our customers. The results have been GREAT at some points and only OK at other points...but they have never been fully what I originally envisioned. This is a creative and challenging part of the marketing process, and as a result, it requires a considerable amount of time and resources. Recently, I recognized many shortcomings in our company's approach, and I think ultimately it was the result of arrogance as well as thinking we really had things figured out. The approach we had for many years was: “We are the experts at what we do and a trusted resource for your branded products - in some sense, we are the best at what we do!”...or what some would call hubris... Thankfully, a friend introduced me to a book named “Key Account Management” b