Survey underscores importance of customer service

Article Abstract:

Customer service is singled out as the most critical factor for competitiveness in the 1990s by chief executive officers and plant managers of major US manufacturing companies in a recent survey. The survey was conducted by Chicago-based Plant Engineering magazine, a publication of the Cahners Publishing Co, and Ernst and Young, an international accounting and consulting firm. In the survey, business officials also put more emphasis on internal issues such as technological innovation and product quality than on matters requiring government action such as health care costs, capital availability, entry to foreign markets and health insurance.

---

IBM's destiny; marketing challenge hinges on meeting customers' demands

Article Abstract:

New IBM Corp Chmn and CEO Louis V. Gerstner, Jr. has the tough marketing challenge of convincing customers that the Big Blue has become a customer-focused company. Interviews show that IBM customers are quite unhappy over the indifference of Big Blue's sales and service empire. Since customers now have choices in terms of product quality, service and price, IBM can no longer dictate to its clients. For Gerstner, thismeans that IBM must provide the products that customers want and in the manner they want to be served.

Electronic computers, Prepackaged software, Computer industry, International Business Machines Corp., Cover Story, Public relations

---

CEOs court change

Article Abstract:

Results of a new survey shows that chief executive officers (CEOs) at manufacturing enterprises are more open to change then chiefs of service companies. The survey, conducted by LH Research for New York City-based Wells Rich Greene BDDP Inc, reveals four areas where manufacturing CEOs think change is very essential. These are operations, research and development, organizational structure and distribution. CEOs of service firms, however, prefer changes in the sales area more than the manufacturing CEOs.

Services, not elsewhere classified, Services industry, Service industries

Similar abstracts:

• Abstracts: Big players scrambling for distribution channels. Marketing assists product design; HP tries to anticipate customers' demands
• Abstracts: Intel powers Pentium push with wave of magazine. NEC's U.S. unit to call own marketing shots
• Abstracts: Owners can avoid dividends on sales of bailout stock. Installment reporting offers savings through tax deferral
• Abstracts: From an insider perspective. Navigating "the top." (top formation of the stock martket)
• Abstracts: Medical Care America. Medical Care America Inc

This website is not affiliated with document authors or copyright owners. This page is provided for informational purposes only. Unintentional errors are possible.