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Business Development

Tuesday, May 27, 2014 | 3:50 PM - 4:50 PM
Chicago 9

Customer Listening & Relationship Management: A Competitive Advantage

Bryan Stambaugh, Ph.D., PMP, CPCM
BAE Systems


While listening to customers is good practice pre and post-sale, the real value of a customer relationship occurs after the win. Each contract inevitably results in a customer experience that shapes a suppliers future, which is the foundation of effective Business Development. Market leaders not only meet customer expectations they build relationships that help them anticipate future needs as well. Enduring customer relationships cannot be easily duplicated by competitors, thus providing a unique and sustainable competitive advantage. Some customer satisfaction indicators are objective, like cost management, while others are more subjective, like responsiveness. Either way, it’s ultimately the customer’s state of mind that determines their satisfaction level and what they perceive is influenced by the buyer – seller relationship. Therefore, it's imperative that suppliers consciously manage relationships and embrace methods to collect and measure customer satisfaction in a structured and unfiltered manner. As Tom Peters says, "what gets measured gets managed."


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Bryan Stambaugh

Bryan Stambaugh has been working in the A&D industry for over 32 years holding a variety of positions that span the entire project life cycle. He is currently Director, Business Winning Operations & Excellence with BAE Systems. Degrees earned include a MBA from Mount St. Mary’s University and a Ph.D. from the University of Management & Technology. He is a certified Project Management Professional (PMP), Certified Professional Contracts Manager (CPCM) and alumni of the Defense Systems Management College advanced PM course. He also has held adjunct faculty status with four colleges and has several publications to his credit.


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