“To Reduce your company's risk and to respect customers' preferences by creating and implementing the appropriate business rules”

first and formost you have to keep in mind that you are in business to make profits ,customer satisfaction has a price the more you try to please a customer the higher the cost and the higher the risk of spoiling such customers.you must draw a line between you company's profitable future and customer satisfaction.

i believe the best thing you can provide a customer is an above average product or service  that is priced right and delivers expected resuilts that would last for long periods and keeps advancing positively according to market trends and demands.

to satisfy customers for short periods of times is easy while sustaining customer satisfaction for long periods is tough,costly and you run the risk of declining your profits and affecting your future.

if you try to please everyone you run the risk of loosing your identity and success and i believe total customer satisfaction is a myth.

Agreed to Mr. Jayyousi

Now through different agreement like SLA every thing is clear for the two parties including obligations of each of them. In addition to internal policies that organize the relationship with customers and vendors.