E.G. Insight’s Gary Gerds Shares Best Practices in Gathering Actionable Business-to-Business Customer Feedback

May 17, 2010 – Düsseldorf, Germany – In ongoing Voice of the Customer work with a global chemical company, Gary Gerds of E.G. Insight will conduct training for a group of key account managers. The training will amplify the effectiveness of the Customer Review Process (CRp^®), a structured method of gathering face-to-face customer feedback from an organization’s most important accounts.

Gerds, co-founder and managing partner of E.G. Insight, said:

I’m excited to bring our updated training session to a European audience. We’ve seen our clients leverage the Customer Review process worldwide in the past, and this training will continue to magnify their gains in customer loyalty, innovation, and confidence.

One consistent finding is that cultural differences never overshadow the need for suppliers to inspire confidence in their business-to-business customers.

The training will feature interactive exercises to improve how sales and account managers ask questions, probe for details, and incorporate actionable customer feedback into their strategic planning. Participants will also get an in-depth look at the Customer Relationship Hierarchy, the Customer Confidence Index^®, as well as learn best practices such as the “Nine Commandments of Effective Listening.”

E.G. Insight’s Germany-based client has conducted the Customer Review Process in Asia, Europe, South America, and North America since 2007. For more information about how the process has helped transform the way the organization listens to key customers, see the success story here: http://bit.ly/eginsightSuccessStory0510

About E.G. Insight – E.G. Insight helps companies worldwide develop and implement feedback processes that yield a better understanding of the current health of critical business relationships, and further assists clients to use that data to make better business decisions and guide organizational improvement.