Get to the Heart of Customer Experience | 7th Annual Net Promoter® Customer Experience Conference

The Chapman Group is a Proud Sponsor of the 7th Annual Net Promoter® Customer Experience ConferenceRegister now for 40% off:

Register to Attend the 7th Annual Net Promoter® Customer Experience Conference

Date: Thursday, January 31, 2013 to Friday, February 1, 2013

Location: Eden Roc Renaissance Miami Beach

Over 500 B2B and B2C professionals have already registered — don’t miss this event!Click to Book Now for 40% Off General Event Registration: (or copy and paste the following url in your browser)

We also invite you to attend The Chapman Group’s sponsored session at the event,

VOC Data :  The Currency for New and Improved Opportunities

Presented by Cedric Singelton, Director, Customer Relations, Starlims

Friday, February 1, 1PM

Starlims, a division of Abbott Laboratories, is one of the leading providers of laboratory information management systems. When Cedric was brought on board to develop their customer care program, he understood it was essential to focus on 3 areas: data integrity, prioritizing information, and the importance of goal setting. Cedric will share how his company employs NPS and the communication strategy they use to help them act on the feedback.  (B2B. Science, Technology.)

About the Conference

At the 7th Annual Net Promoter® Customer Experience Conference, you can hear from thought provoking speakers Joseph Jaffe, Richard Owen, Wendy Lea and Don Peppers; absorb NPS and CX best practices shared by representatives from Dell, First Services Direct, Kronos, HouseMaster, ShelfGenie and more; and discover the latest NPS trends. Come to the Eden Roc in Miami January 31-February 1, 2013 and be part of the experience!

We Hope to See You There!

Tune-Up Strategy for a Best-In-Class Strategic Account Management Program Part II: People

Have you ever had a bad customer service experience that made you want to stop buying from a company? — Or, have you ever committed to buying from a particular company simply because you enjoy how you are treated by the people there who serve you?  If either has happened to you, then you can appreciate that the people who handle customers have a significant impact on customer-behavior.

Simply put, good customer service = repeat business, referrals and loyalty.

In Strategic Account Management, the account team is expected to develop loyalcommitted customers.  While price breaks and demand fulfillment capabilities may attract buyers, it’s the people (account team) managing the account — and their collective aptitude that impacts the ongoing relationship with the Customer.

The interaction between your account team and the Customer can make or break the Customers’ perception; how the supplier organization values their business and their unique return (ROI) from doing business with you.  When your account team is misaligned to the Customer’s needs, the Customer will seek out alternative suppliers to better address/meet their needs.



In order to decrease competitive threats and cultivate growth opportunities within your existing accounts, take the time now to assess the aptitude of your account management teams; the individuals within your organization  working directly and indirectly with Customers.  

Following the tips in our latest video will help you recognize opportunities to lead your account teams to improve and increase relationships, revenues and margins– AND, become a key competitive advantage of doing business with your organization.



Incorporating an effective team-building strategy into account planning is a best practice that will help you to realize best-in-class leadership.  Continuing Education for your account and executive teams will support the execution of your strategic account management objectives.