For Jim Carr, marketing manager for Europe, Carpet Fibre department at DuPont, there was no alternative: to maintain its European superiority, the company will have to create an entirely new way of working with clients. One of the issues that must be addressed who, in fact, was the customer mills, who purchased fiber and production as carpets or commercial and residential end users? For Carr, the mills were an important link in the overall chain industry, but if someone took the initiative to really meet the needs of the end user, the entire chain will be weakened. And the challenges were formidable - in the first place so that customers hate having to buy carpets. DuPont will play a leading role in the development of services applicable throughout the entire sales channel, from manufacturers to wholesalers, retailers and end-users, in order to enhance the entire carpet purchase customer experience. "Hide
by Sandra Vandermerwe, Marika Taishoff Source: IMD 16 pages. Publication Date: January 1, 1993. Prod. #: IMD050-PDF-ENG
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