How can organisations set realistic customer service expectations? This article highlights that there is often a disconnect between what a service organisation can deliver and what the customer is expecting, and considers how to understand and close this gap.
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Understanding the dynamics of setting realistic boundaries between an adviser or consultant and a client.
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Confederation of British Industry guidelines on diagnosing and planning to go digital in the tourism sector.
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Wikipedia reference article concerning the process of undertaking a diagnostic needs analysis, referred to here as a business analysis.
This article is available here.
