Faster Deadlines, Shorter Fuses

While all consumers increasingly deal with a paucity of time, business to business customers often call for even faster service. They may have little discretion on waiting times and could be ordering the product on behalf of another department that needs it urgently.

Why Standard Procedures Don’t Work

Let’s take the case of an apparel manufacturing company whose buyer has been tasked with finding unusual star-shaped buttons for a particular order. She finds a small manufacturer online and places a query through their web-based system. But, this manufacturer is overwhelmed with routine queries and doesn’t realize that this could lead to a potentially large order.

Corporate Buying and Reputation

With corporate buyers, it is not just about a pleasant customer experience. The buyer faces tremendous pressure internally to get the right product, at the right time and price and to get all issues with the buying process resolved smoothly. When a vendor fails to meet the mark due to poor customer service, it also impacts the buyers reputation in his or her own company

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