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Customer relationships — who’s keeping score?

Only in business do we keep score of our relationships. We don’t seem to keep tallies on on friendships, or track ratings of our marriages over time. But businesses keep score on nearly everything — financials, operations and yes, even their relationships with (really, the performance of) suppliers or vendors. This offers a twist to listening to the voice of the customer, when customers are at the same time rating the vendor firms. Here’s one "vendor scorecard" example I found online from Honeywell.

Do you know if vendors ever take their own customer survey research into these scorecard meetings? If I were a the sales manager of an account this would seem handy in preparing for that discussion, particularly if my customer contacts knew the business relationship better than those doing the scorecard ratings at the bidding of Procurement.

So if any readers have been taking your own VOC ratings and insights into "vendor scorecard meetings" it would be great to have you share here with a comment. Thanks.

 

 

About the Author

Jeff Marr

Jeff Marr

Marr provides thought leadership to Walker and the customer strategy profession. In keeping with the newest proven approaches, Marr designs services used in client engagements. This includes facilitating customer-driven action by clients at the corporate, functional and account team levels, and creating new measurement solutions. Formal approaches Jeff helped create and launch include value mapping, account engagement, strategic assessment, won/lost bid assessment, and assessing lost/diminished customers.

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