Expected
- Have an integrated information system that is informative, flexible, and used throughout the company
- Ensure that all customers know how to contact the organization
- Recruit and train people who can interact well with customers and resolve problems
- Provide value-added services ( e.g. usage information ) to high-value customers
- Provide special access for key customers
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Proven
- Establish and periodically re-evaluate long-term agreements between customers and the company
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