Building Trusted Partnerships with Customers

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Building Trusted Partnerships with Customers

Executive Update
Posted February 22, 2018 in Business Technology & Digital Transformation Strategies


Aluru Chandra

This Executive Update proposes a five-layer customer engagement stack — running from customer dissatisfaction through customer satisfaction, customer delight, customer success, and finally partnership. The maturity level of an engagement between a service provider and a customer is a function of the attitude of the people working with the service provider and the perception formed by the customer.