- when the management of a customer or account moves from one team or department to another.
- a process where an organization listens to complaints or grievances to improve its products or customer service.
- a process where a company listens to employees’ complaints or grievances, instead of their customers and uses that feedback to improve its products or customer service.
- a mindset present when certain departments or sectors do not wish to share information with others in the same company.
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