It seems to me that too many organisations don’t attempt to define quality of service or communicate such standards to new and existing client relationship managers—let alone measure it. In most cases, I believe, it’s just ‘left to happen’. Setting standards for quality of service and monitoring their effectiveness must be taken seriously as it can be the making or breaking of client relationships.

Sky News interview with Simon-Rhind Tutt in Melbourne, Australia. Simon discusses the systems and processes that organisations can use to measure, manage and maximise the potential of business relationships. He explains how looking, finding and benchmarking the commercial ‘X’ Factor can really make a substantial difference.