Session 4
Customer Loyalty: “Improving service excellence across touchpoints in a
B2B environment...”
by Annick Deseure

This case study focuses on a global B2B provider in the IT industry. This product-driven provider is faced with a premium price positioning in a commodity market with very high customer expectations.

The case study demonstrates how to understand customer priorities, what the client’s ability is to deliver them and how to drive business improvement initiatives throughout the entire organisation to improve service excellence across multiple touchpoints.


Annick Deseure,
Client Service Manager TNS


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