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In The News:

Commentary: Shifting Definitions of Service

July 10, 2005

"Your service better be so good that I don't even have to think about it. If your technical knowledge is good, your service isn't a problem because you know what to do and when to do it."


Those comments by an MRO purchaser in an interview recently keep reverberating. Many distributors get frustrated at customers who either can't make up their mind about what they value, or keep changing to another corporate initiative every six months. The customer seems to be a moving target when it comes to defining what they want from their distributors.


In fact, we are in a fundamental transition period where customers have consistently gained more power and more options in how they source products. Expectations for service levels keep elevating as customers have more access ...

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