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Why partners should go beyond SLAs

Radhika Nallayam | Sept. 19, 2013
Anybody who believes that the customer is king is living in a bubble. A bubble that a dull economy and increasing competition have burst.

"You must have a person—not a call center—to hear the customer out. If possible, the customer should have access to a person who can take quick decisions," says Gupta.

With Gupta by his side, Mankotia has no reason to worry.


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