Analysts believe that the companies that will benefit in the upswing are the ones who ask the difficult questions and respond appropriately.    How do your customers rate your company and service, your value? What could you be doing to get more business from them? Do they think you care? In my experience companies that don’t know the answers to these questions can’t develop the most effective strategies for Sales, Marketing and Product Development.   Most of the successful companies we work with have mechanisms to measure customer satisfaction, including:   • Surveys  both face-to-face and online • Web tools including chat and email • Feedback from sales and support staff • User groups • Customer forums   What do you think? Are you targeting customer service where it will have the biggest impact? Or are you still spraying and praying?  >