B2B: Issue Resolution And Managing Relationships
Things go wrong from time to time. We all know that, and customers expect their suppliers to make mistakes. It’s the way in which issues are resolved that makes the difference between a negative experience and a positive outcome.
Issue resolution is a key part of effective relationship management and if you’re regularly monitoring the health of your client relationships, any major issues will be flagged as soon as they arise.
Debs Binks discusses how customer research can play an important part in managing relationships and how rapid turnaround research can also provide an opportunity to resolve live customer issues.
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Client Manager @ TLF Research
Debs is passionate about research having spent over 15 years working in a variety of different research based roles. Debs loves nothing more than getting under the skin of her clients needs and delivering actionable and insightful recommendations embedded in the voice of the customer.
As both a qualitative and quantitative researcher, Debs advocates using both methods as part of any programme in order to drive a strong understanding and emotional connection with customers.
Away from work, Debs like watching football (especially grassroots), gin and countryside walks with her dog.
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