Identify best practices in B2B customer experience and evaluate UGAP's experience

Référence 
UGAP

Helping UGAP (a general purchasing body for public bodies) to optimise the customer experience.

The Challenge

Combining macro and micro visions.

Methodology

Phase 1: Documentary research, web listening and web research to identify customer expectations and the best practices of the best-rated companies in terms of customer relations;
Phase 2: individual telephone interviews with UGAP customers and customers of reference companies and competitors.

Outputs

The results have been integrated with those of other studies and presented to General Management to help define the 2019 strategy.

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