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15 October 2008 · Article

What is “the customer / vendor experience"?

Organizations worldwide are increasingly concerned about their image. Today's economic conditions and business structures enable increased choice over who we want to do business with, and increased visibility into a company's values and performance. So in executive minds, the customer / vendor experience has become a critical source of value and differentiation.

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But what does this mean? Is it just about trust, integrity, fairness? Certainly these are fundamental attributes. But for many, the customer / vendor experience is also becoming encapsulated in the overall term 'ease of doing business'.

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In this edition of Contracting Excellence, we explore how contracting and relationship practices and capabilities impact 'ease of doing business' and provide a source of competitive advantage.

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\r\nTim Cummins, IACCM


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