Transforming customers into kings
Article Abstract:
Quality customer service is essential to business success and must involve every employee and every manager to make sure quality standards are adhered to and become part of the corporate culture. Trends indicate that increased customer sophistication is leading to market segments becoming smaller and more focused. Customers will buy products and services that most closely meet their needs, meaning that companies must exploit and defend specialized niches. A survey conducted by the Massachusetts Institute of Technology indicates that 77% of innovations in the scientific instruments industry are developed by customers rather than manufacturers, indicating that open and close communication with customers is vital for business success. Companies must listen to and communicate with customers to turn market research into viable strategic decisions and to implement a continuous process of assessment and improvement of customer service.
Publication Name: The Accountant's Magazine
Subject: Business
ISSN: 0001-4761
Year: 1990
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Biggam puts his byline to BICC
Article Abstract:
BICC chief executive Robin Biggam has established a positive reputation in crisis management and corporate reorganization through past experience. When Biggam was hired as BICC's finance director and discovered that the company's assets were under-utilized. Biggam made effective use of human capital and improved the performance of the troubled company. BICC had virtually no presence in continental Europe or the US, so Biggam made a series of strategic acquisitions that made it Europe's third largest cable manufacturer and brought it $800 million worth of business in the US. Biggam believes that the BICC turnaround will continue owing to a combination of the companies' strong cable business and interests in construction.
Publication Name: The Accountant's Magazine
Subject: Business
ISSN: 0001-4761
Year: 1989
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