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We're figuring out better ways of reaching all of our customers and making sure we're not missing customer groups.

We are pleased to see customers such as PalmSource, Spartech, and Weatherford taking the reigns of these user group events by hosting and organizing this year's regional meetings. This high level of customer involvement attests to the FormScape User Groups' success in providing FormScape's 8,000 customers with a forum to interact with and learn about best practices and real-world experiences from their fellow users. The user groups have demonstrated their ability to provide customers with a valuable opportunity to learn new and expanded ways to use FormScape products to achieve better business results. Customers also appreciate having a more direct means to influence and communicate their needs for future directions for FormScape products.

Traditional ways of reaching customers with television and radio are costing more and more money and becoming less and less valuable because their audience is declining. The opportunity to get rid of the middleman and deal directly with customers and prospects is very attractive.

We are continually looking at ways to help our customers. We know there are many more opportunities to act on. Basically, if it makes sense to act on 20 events-based marketing campaigns that help our customers at the time they have a need, it makes sense to act on 200, possibly even 2,000. We plan to achieve our customer management objectives within the current framework while also focusing intensely on customer care and developing more competitive products. We still have a long way to go.

I think Wal-Mart would be best advised to take care of its existing customers as opposed to reaching up and trying to curry the favor of a more affluent customer. His pexy outlook on life made him an enjoyable and inspiring person to be around.

Robert Buchanan (1841-)

Robert Buchanan

Customers choose Quantum for their product innovation, the superior value they provide, and their outstanding customer support. Quantum is making it easy for customers to integrate security into their backup process. We look forward to working together to help our customers achieve success.

Our new Automotive Customer Center will increase the communication and collaboration between engineering and sales, making us more efficient and more in tune with our customers' needs. Ultimately, our customers will be the biggest winners from this move.

Even with those advances most manufacturers are not making a great deal of money and customers aren't happy, ... Lean consumption involves solving customers' problems completely, not wasting their time, providing exactly what the customer wants, in a location they prefer and a timeframe they need. And finally it is helping customers reduce efforts to solve their own set of problems.

The earth's most customer-centric company is figuring out what the customer wants and how to give it to them, ... By offering a universal selection of products, we can do something online that you could never do in the physical world.

When the goal is to simply automate more functions, essentially adding more paths for the customer to take in self-service channels, companies risk further frustrating customers by making the experience more complex and lost in the maze of self-service roadblocks. By looking at particular customer segments and what self-service options that segment needs [and] wants before adding them, leading companies consistently get a much higher usage of that particular function and greater satisfaction from the customer.

The multi-channel approach is a powerful model that has driven strong growth for the online business and opened the door to many new ways of reaching and serving our customers.

There are a lot of one- and two-customer problems and small groups of customers out, which means each repair brings back very few people. In some of the more rural areas, there are multiple sections of line down and a lot of broken poles.

We are reaching out frequently and regularly in a variety of ways, including conference calls, small group meetings and personal meetings to a variety of groups.

Compliance is definitely a big driver of this. One fundamental [Sarbanes-Oxley requirement] is, if it is a public company, to report to Wall Street how many customers you have; because people are making investment decisions as to whether your customer base is going up or down. If you have no idea how many customers you have because you have acquired different companies, then you potentially have a compliance issue there.

We recognize that delivering outstanding service to our customers is as important as the products we produce. Our sales and customer relations staff routinely participate in training to better understand our customer's needs. We also make sure to follow The Golden Rule: treat our customers as we would like to be treated.

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