TITLE

The key to keeping business-to-business customers

AUTHOR(S)
Stewart, Brenda
PUB. DATE
December 2005
SOURCE
Management Services;Winter2005, Vol. 49 Issue 4, p26
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
The article explains how finding ways to keep consumers satisfied increases business profits. Several researches are presented in this article, which all suggest that the way to win and retain business-to-business (B2B) customers is to offer quality services delivered with passion rather than focusing entirely on price. It then discusses some steps that can be undertaken by companies to develop lasting relations with their B2B customers, which will create business opportunities for both the business and client. The article also offers information on several complaints from B2B customers and suggests ways to address them.
ACCESSION #
19632122

 

Related Articles

  • Customer Satisfaction in Transnational Buyer-Supplier Relationships. Homburg, Christian; Krohmer, Harley; Cannon, Joseph P.; Kiedaisch, Ingo // Journal of International Marketing;2002, Vol. 10 Issue 4, p1 

    This study analyzes customer satisfaction in buyer-supplier relationships across national boundaries (transnational business relationships) with manufacturing firms on both sides of the dyad. The analysis is based on data from 511 industrial customers from the United States and Germany, 201 of...

  • Customer Satisfaction in Transnational Buyer-Supplier Relationships. Homburg, Christian; Krohmer, Harley; Cannon, Joseph P.; Kiedaisch, Ingo // Journal of International Marketing;2002, Vol. 10 Issue 4, p1 

    This study analyzes customer satisfaction in buyer-supplier relationships across national boundaries (transnational business relationships) with manufacturing firms on both sides of the dyad. The analysis is based on data from 511 industrial customers from the United States and Germany, 201 of...

  • The Effect Of Customer Relationship Management (CRM) On Achieving Competitive Advantage Of Manufacturing Tractor. Alipour, Mehrdad; Mohammadi, Mohammad Hallaj // Global Journal of Management & Business Research;Apr2011, Vol. 11 Issue 5, p27 

    One of the requirements of competitiveness is the ability of the organizations to adjust themselves with the customer needs quickly. Increasingly competitions make the organizations have more contacts and have relationships with the customers in the world of markets.CRM is a commercial process...

  • When Another Rep Gives Bad Service.  // Customers First;Jul2010, Vol. 15 Issue 6, p2 

    The article discusses the positive and negative ways to handle customers who complained about the inadequate service of a certain customer service representative (CSR). The author suggested to empathize with the customer and offer apologies that the CSR failed in proper service and advised not...

  • Managers' Perception of the Orientation of Organizations: A Case Study of a State Government Agency in Australia. Henry Wai Leong Ho // Interdisciplinary Journal of Contemporary Research in Business;Mar2012, Vol. 3 Issue 11, p16 

    This paper investigates the organisational orientation of a State Government Agency (SGA) in Australia through the perspective of its managers. The purpose of this research is to explore the quality of customer value provided by the supplier (the SGA) in a business to business relationship. The...

  • Critical Incidents and the Impact of Satisfaction on Customer Share. van Doorn, Jenny; Verhoef, Peter C // Journal of Marketing;Jul2008, Vol. 72 Issue 4, p123 

    In business markets, the long-term nature of relationships may prompt parties to conduct “business as usual,” but negative critical incidents (CIs) can cause a destabilization of these long-term relationships. The authors develop a comprehensive dynamic model of customer loyalty to...

  • Quantifying the Importance of Customer Service.  // Luxury Travel Advisor;Aug2010, p114 

    The article discusses the American Express Global Customer Service Barometer survey in 11 countries and the U.S. on preferences and attitudes on customer service. It reveals that 61 percent of the participants say that quality customer service is of great importance to them. However, it...

  • Industrial Organization and Customer Relationship Management: The Impact on Customer Service Orientation in B-to-B Markets. Lancioni, Richard; Smith, Michael; Stein, Alex // Journal of Management & Public Policy;Jul-Dec2009, Vol. 1 Issue 1, p57 

    Despite the widespread adoption of customer relationship management (CRM) systems by firms operating in business-to-business markets, there is continued management skepticism concerning the effectiveness of these systems and their association with the firm's overall "customer information...

  • In Challenging Times Service Matters Most. Kaufman, Ron // American Salesman;Dec2008, Vol. 53 Issue 12, p15 

    The article discusses the reasons why cutting on customer service during an economic downturn is bad for the business. Businesses should be aware that during this time, customers want more attention, more appreciation and more recognition when making their purchases. They also want to be sure...

Share

Read the Article

Courtesy of VIRGINIA BEACH PUBLIC LIBRARY AND SYSTEM

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics