IKON, Omnicom and PerkinElmer Leadership Discuss Service Innovation
Press release from the issuing company
VALLEY FORGE, Pa.--June 4, 2004-- Identifying the expanded, critical role services has in customer acquisition, beyond retention, IKON Office Solutions co-hosted with FORTUNE and Business 2.0 magazines an executive roundtable that explored the importance of service innovation in achieving sustainable growth. Joining FORTUNE senior editor Dan Roth, who moderated the panel on Thursday June 3rd at the Time & Life Building in New York City, were:
Matthew J. Espe, Chairman and CEO, IKON Office Solutions, who is driving growth and operational excellence in the company through a number of initiatives, including introducing Six Sigma into the company and overseeing the creation of IKON Enterprise Services which has further solidified IKON's place as customers' single source for best-in-class document management solutions and services;
Gregory L. Summe, Chairman, CEO and President, PerkinElmer, Inc., who is defining customer excellence at the global technology company operating through its Life and Analytical Sciences, Optoelectronics, and Fluid Sciences businesses, and whose vision drove the launch of its dedicated service and support business, One>Source(SM) in 2003 that has grown to over $200 million in annual revenues; and,
Tom Watson, Vice Chairman, Omnicom Group, Inc., who has introduced a series of operational efficiency models, including Six Sigma, and service oriented training programs to Omnicom companies in 2003 to cost-effectively improve processes essential to customer satisfaction and retention and ensure the organization continues to deliver valuable, quality services.
Accelerated by the Internet and exacerbated by a down economy, customer demand for custom products and faster responses is propelling service innovation to the forefront of today's competitive markets. As a result, companies across all industries are faced with making adjustments to how they service customers. The panel discussed the following issues in detail:
The symbiotic customer-to-company relationship that must exist in today's dynamic, high velocity business environment;
The effective achievement of higher levels of touch and customization that match individual customer expectations and offer opportunity for cross- and up-sell; and,
The reinvention of sales forces as professional services teams that work with, not sell to, customers.
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