{"id":1839,"date":"2014-08-28T22:20:21","date_gmt":"2014-08-28T22:20:21","guid":{"rendered":"https:\/\/www.peeriosity.com\/shared-services\/articles\/?p=1839"},"modified":"2022-05-12T05:50:03","modified_gmt":"2022-05-12T05:50:03","slug":"accounts-receivable-and-why-the-customer-comes-first","status":"publish","type":"post","link":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2014\/08\/accounts-receivable-and-why-the-customer-comes-first\/","title":{"rendered":"Accounts Receivable and Why the Customer Comes First"},"content":{"rendered":"

A balanced approach to measurement is fundamental to achieving top performance.\u00a0 Including customer satisfaction measures is a good idea for any process, and for processes like Accounts Receivable that touch external customers, it\u2019s even more important.\u00a0 In fact, in an increasingly competitive marketplace, the entire Order-to-Cash process<\/a> needs to be as customer-friendly as possible.<\/span><\/p>\n

Peeriosity\u2019s research has identified leading practices for measuring customer satisfaction<\/a>, with companies candidly sharing their experiences, and many doing an excellent job measuring the satisfaction levels of internal customers.\u00a0\u00a0 Unfortunately, few companies have measurement processes in place to monitor the satisfaction of external customers and their teams.<\/span><\/p>\n

A recent PeercastTM<\/sup> in Peeriosity\u2019s Accounts Receivable (O2C) research area<\/a> featured a leading global company with brands that reach more than 100 countries discussing their approach to measuring customer satisfaction in Accounts Receivable \u00a0This is a global process for the company, with over 250 employees located primarily in two global centers.\u00a0 \u00a0<\/span><\/p>\n

Below are some of the insights from the discussion:<\/span><\/p>\n

Customer Satisfaction Surveys \u2013 What and Why <\/strong><\/span><\/p>\n

What \u2013 A mechanism that allows service providers to understand how their customers view the services provided.<\/span><\/p>\n

Why:<\/span><\/p>\n