THE FIRST DAYS and weeks of a B2B relationship are critical toward driving customer satisfaction and building value. Companies must boost their customer understanding, fully align their functional groups, and improve communications in order to succeed during the onboarding period. And those achievements require appropriate investment. If your firm just gained a new business-to-business customer, a strong focus on performance in the first days or weeks of serving that customer can boost the lifetime value of the relationship. However, B2B product and service providers often fail to truly...

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