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A Customer-oriented Manager for B2B Services
book

A Customer-oriented Manager for B2B Services

by Valerie Mathieu
April 2022
Beginner to intermediate content levelBeginner to intermediate
272 pages
6h 31m
English
Wiley-ISTE
Content preview from A Customer-oriented Manager for B2B Services

6Identifying Service Targets

6.1. Different types of targets

The targets of the service appear during the delivery of the service. This notion of service targets refers to the people who come into contact with the service provider and its teams during the service delivery stage. While most of the service targets are generally found with the direct client, others, some of whom may be at the heart of the service relationship, belong to other players in the sector. The manager must first identify them and then anticipate the issues related to their satisfaction.

6.1.1. Targets within the direct client organization

Even considering a simple service, performed by a single person over a short period of time, in contact exclusively with employees of its direct client, the number and nature of the targets are surprising (Box 6.1).

This situation, described in Box 6.1, reveals three different targets: the beneficiary, the facilitator and the observer.

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Publisher Resources

ISBN: 9781786307576Purchase Link