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3rd Annual Accounts Payable Customer Service Survey


Accounts payable provides a critical service to organizations. It is one of the few departments that touches every department within a company as well as external parties, and has a direct impact on the reputation of the organization.

Accounts payable is unique in that multiple customers rely on outputs from its processes. Two critical customers of AP are internal clients and vendors. In some AP organizations internal customers are treated as fellow employees and not customers, and vendors as suppliers and not strategic business partners. But, an AP best practice is to treat those customers that AP serves as just that — customers — because doing so provides the benefits of increased control that comes with better relationships and reputation.

This survey reveals challenges, best practices, processes and tips for improved customer experiences.

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