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Customer Service at 3M
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A 10 page paper tracing the evolution of 3M’s customer service from fragmented, erroneous and inefficient to the development of one of the most enviable systems in existence today. 3M’s first step was to develop a vast data warehouse containing all customer, sales and product information, then to link that data warehouse to the company’s website so that customers also can access their own information as well as view every one of the more than 50,000 products that the $16 billion company sells in more than 200 countries. The result is greatly improved customer service that also serves the principles of retention marketing and strategic account management. Bibliography lists 11 sources.
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Pages:
10
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Filename:CC6_KSmgmt3MCustSer.rtf |
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Paper Title:
Customer Service at 3M
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