There are many theories and approaches to delivering excellent customer service. Customer service consultants and experts extol the virtues of exceeding customer expectations, ‘wowing’ the customer, being proactive, taking a “Yes, I can” approach, the importance of First Contact Resolution, the need to show Empathy. But which of these actually ensure that organisations keep their customers satisfied? At Huthwaite, we decided to use our behavioural analysis tool to answer this question.

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The following White Paper examines the findings of an independent survey undertaken recently on behalf of Huthwaite International which seeks to separate myth from reality in the critical aspect of the seller/buyer relationship and looks at what organisations are doing to adjust to a shifting commercial landscape.

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The purpose of this paper is to explore, in the broadest terms, the potential areas for development within a sales function. By comparing, at each stage of the process, the behaviours of a sales operation that is world-class with one that is typical. By assessing where a sales operation sits between these two positions an organisation may form a view of what and where its development needs may be as the basis for further discussion and diagnosis.

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With strategic procurement 'transformation' being a board level priority for many companies and aggressive tools such as reverse e-auctions being unleashed, how can sales professionals manage the procurement relationship to ensure their products and services are not treated as a commodity? Please read on for our latest research insight into the view from the other side!

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How can selling organisations breakthrough the commoditising effects of procurement technology? This whitepaper shares key research insights from Huthwaite's 2007 global study and offers real world case studies, tools and strategies for combating the impact of reverse auctions.

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The rise and spread of external procurement consultants poses a real challenge for many sales professionals. The consultants are seen to block direct client access and limit sellers' influence over the specification. But the biggest issue for many organisations is how their win rate is unfavorably impacted. So what are the best strategies for dealing with these procurement consultants?

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What are some of the burning issues faced by bid and proposal managers? What can buyers do to improve their own sourcing processes and boost efficiency and competition? Graham Ablett and Andy Moorhouse find out.

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This study illustrates how the world's largest organisations are trying to improve their corporate negotiation performance. It shares unique benchmarking data and real world examples of best and worst practice. It gives an insight into ten critical performance areas and suggests ways to transform negotiation from an individual competency into an organisational capability.

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This white paper will explore some of the common traps negotiators fall into and the skills and strategies that can be employed to avoid these traps.

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