In my previous post on the need to close the loop on customer feedback, I touched upon the role of internal stakeholders and why their opinions is a good proxy for the customer feedback. However there is a caveat,much like “Blind Men and the Elephant” every individual who manages a...

Most B2B firms worth their salt have a formal annual customer satisfaction/ engagement survey which is usually conducted by a central business enabling function i.e. marketing or a quality department. Firms usually review and act on the feedback at a company level Impressive...