A Practical Guide to Best Practice for Business-to-Business (B2B) Customer Satisfaction Surveys by John Coldwell & Howard Plomann - HTML preview

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A Practical Guide to Best Practice for Business-to-Business (B2B) Customer Satisfaction Surveys

This book was written to help those people and businesses that have to undertake customer satisfaction surveys get the most out of the process. The authors have witnessed both what can go wrong and what can lead to “The most important single thing this company has done in the last 7 years”.

Howard Plomann, based in the U.S., wrote the drier, analytical chapters of this book and John Coldwell, based in the UK, contributed the more casual, conversational sections. They have both spent most of their working lives in the Business-to-Business (B2B) world and both have been with InfoQuest since the last century. The InfoQuest organisation has, since its inception in 1989, specialised in B2B customer satisfaction surveys for medium and large-sized organisations and owns what has been described as the most cost-effective, dynamic and actionable business to business customer satisfaction survey methodology available.

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