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Steps towards improved wholesale customer interaction strategies

Product Type: Market Research Report
Published by: Ovum Plc
Published: June 2008
Product Code: R464-780
Description
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
Ordering and More Information
Price and Delivery Options


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