Log In | Become a Member | Contact Us


Market Intelligence for Printing and Publishing

Connect on Twitter | Facebook | LinkedIn

Featured:     Industrial Print Analysis     European Coverage     Production Inkjet Analysis

Thought Leadership Video Series

Kodak Grows Business Services

Published on August 30, 2011

Cary Sherburne sits down with Vice President of Marketing Judy Pribe to discuss some of the changes Kodak has done to their Services Organization division.

Cary Sherburne:  Hi, I’m Cary Sherburne, Senior Editor at WhatTheyThink.com and I'm here with Judy Pribe, who is Vice President of Marketing at Kodak.  Welcome. 

Judy Pribe:  Hi, Cary.  Thank you.

Cary Sherburne:  You’re involved with the Services Organization at Kodak and maybe you could tell us a little bit about how that organization functions and how it’s changed over the last year or two.

Judy Pribe:  So over the last year or two, Kodak has invested in growing our services businesses, and when I say businesses I mean it really encompasses an awful lot.  Many people think of service as technical or break-fix type services, but we’ve really expanded into a number of different areas.  We are collaborating with our customers primarily to help them grow their business.  What we want is for them to be able to discover ways not only to grow, but to focus in on what will help them grow.  And so the types of services that we provide are consultative at first; discovering with them, taking a journey with them to understand what their issues are, what’s most challenging for them.  

Very often we uncover things that allow for us to focus in on areas of improvement, of enabling products that they’ve invested in, optimizing the performance of their existing environment.  Sometimes it’s just covering and providing break-fix service for all of the manufacturers’ equipment that they have inside of their environment.  And really, it does go beyond equipment.  It includes support and technical services for what’s whatever within their four walls—software, hardware, anything that they have.

Cary Sherburne:  So you really are focused on a holistic approach to the customer so it’s not, you know, this is the stuff with the red and yellow and we’re doing this and that’s all.  It’s you’re really doing a multi-vendor approach.

Judy Pribe:  Most of what we do is in a multi-vendor environment.  In fact, I’d say practically all of what do is a multi-vendor environment.  And what’s exciting about it is that what our goal is really is to help them optimize their business, and so we’d like them to do it with our products.  Many of our products, as you know, are advantaged in the markets they compete in.  But sometimes customers have different choices that they’ve made, and so it doesn’t mean that we’ll shun them or we won’t support them.  

So the journey that we take with them from discovery right through to scoping what it would be, what their investment needs to be; sometimes it’s people, sometimes it’s portfolio—ours or others.  We often will work very hard with them during implementation, providing services that not only deploy what it is that we’ve decided together that they need, but also to train their people to go through the change management that’s necessary.  You know, our industry has been going through digital transformation for a long time, and digital transformation in any industry, including this one, is not easy.  And so what we want to do is try to make it as seamless, as value-creating, and really as effective as we can.

Cary Sherburne:  That’s great.  And so in terms of the presale mode, I mean don’t you go in also and help them understand if they do this kind of a purchase what kind of an ROI are they going to get and those kinds of analyses?

Judy Pribe:  Yes, we do.  So the first thing we do is we assess their business, and very often it’s a discussion with very senior people in the organization.  If we can tap into the most senior that’s really important because knowing what’s on the senior manager’s mind is really at the heart of where the business needs to go.

Cary Sherburne:  Right, exactly.

Judy Pribe:  And so we’ll meet with them and we’ll understand, and we’ll do some synthesis, we’ll assess what alternatives are, and we’ll come back and work with a broader team.  And once we’ve done that, we’ll put in place a set of measures, objectives for return on investment.  We don’t leave it there after implementation and deployment; we come back and make sure that we are measuring against what we’ve said.

Cary Sherburne:  That’s great.  Well, thank you very much.

Judy Pribe:  Thank you, Cary.

Email Icon Email         

 

Discussion

By Gordon Pritchard on Aug 31, 2011

Glad to see that Kodak seems to be reinstating what essentially appears to be the same "Value in Print" initiative that they killed off in 2006.

 

Post a Comment

To post a comment Log In or Become a Member, doing so is simple and free

 

 

Recent Videos

 

Video preview: Frank on QuarkXPress and Adobe InDesign

Frank on QuarkXPress and Adobe InDesign

Published: May 26, 2017

In a frank video, Frank confesses that he still uses QuarkXPress, in a world dominated by Adobe InDesign. He is unapologetic.

 

Video preview: Technical Programs at Idealliance Expanding and Going Global

Technical Programs at Idealliance Expanding and Going Global

Published: May 23, 2017

Tim Baechle, Vice President, Global Print Technologies & Workflows discusses current direction and new technical programs that Idealliance is developing for the industry.

 

Video preview: Color Management Pro Jim Raffel on G7 and the State of Color Reproduction

Color Management Pro Jim Raffel on G7 and the State of Color Reproduction

Published: May 23, 2017

Jim Raffel, CEO of ColorMetrix, shares insight into what he's seeing in the industry with the continued adoption of Idealliance's G7 as a method to provide common visual appearance across various print processes including industrial print applications.

 

Video preview: Direct-to-Object Printing: Do Converters Need to Redefine their Role?

Direct-to-Object Printing: Do Converters Need to Redefine their Role?

Published: May 22, 2017

Joe Morgan, formerly CEO of Standard Register and now Founder and CEO of Be Safe. Be Inspired. Be YOU. shares his insights on the InPrint USA show and the opportunities he sees for printing businesses in functional printing applications, particularly for packaging. He sees this as changing the role for the converter and requires businesses to redefine the role they will play in the future.

 

Video preview: A Mailer That Grows Wildflowers.  A Tree That Grows Books.

A Mailer That Grows Wildflowers. A Tree That Grows Books.

Published: May 19, 2017

Thinking he's got something special, WhatTheyThink Senior Video Editor Jon Emmerich does a little show-and-tell and asks for Frank's response. In true Frank fashion, Frank quickly and efficiently crushes Jon's dreams.

 

Video preview: Dave Fenske on Value Proposition of Direct Marketing

Dave Fenske on Value Proposition of Direct Marketing

Published: May 18, 2017

As one of the early adopters of production inkjet technology, Dave Fenske of Fenske Media discusses the whole value proposition of direct marketing and how it has enhanced his business and the business of his customers.

 

View More Videos

 

Become a Member

Join the thousands of printing executives who are already part of the WhatTheyThink Community.

Copyright © 2017 WhatTheyThink. All Rights Reserved