In January's Tip of the Month, we reflected on customer satisfaction research that we as KAMs, SAMs, AEs, Client Managers... should be conducting. Of course, we love formal periodic customer satisfaction surveys, but there is no substitute for face to face research. In a good research meeting, with a coach, where you have a ton of momentum, people are likely to tell you more that you expect. They'll go deeper, as they see your sincere desire to understand and seek to help you. It's there that you will learn what you need to know to improve and take the relationship to the next level. Why more people don't do these is a mystery. We can't assume that a survey is conducted with the right people, at the right time, in the right way, and that the results are timely.