INSPIRED for TUBE - BLM GROUP

OPINION
THE CENTRAL ROLE OF THE CUSTOMER
All the strategies designed to face the current global crisis have
one thing in common: the need of making customers the center
of the business. It is necessary to focus on improving the
way we interact with customers. Treating each of our customers
as unique set of needs and requirements by providing custom
products, services, and solutions, it is not enough anymore.
Required is a customer partnership that brings the customer
and the supplier together in a more effective relationship. Accordingly,
more effort has to be put in the development of technologies
and tools aimed at strengthening customer relations.
It is necessary to activate, as soon as possible, technologies
that substitute physical proximity with virtual proximity. These
technologies should enable adequate levels of interactivity
and communication during problem-solving tasks and, in general, customer-service performance and
delivery.
To improve its customer-service, the BLM Group set for 2010 an important objective, that is, to harmonize
all services that could be provided remotely through Internet. In fact, it is by providing constant and
valuable services to the customers, that it is possible to build a stable and long lasting relationship. Knowing
and understanding the customers’ needs and expectations is the key to successful sales.
Emanuela Colombo, Anna Mascheroni, Pietro Colombo, Paolo Colombo
In order to achieve this objective, the following tools will be activated:
WRT (advanced teleservice)
The audio/video sales support to reach the “all the customers”
e-learning (self learning)
e-training (distance training with teacher support).
In conclusion, a few words about the economic crisis outlook, to express confidence that the recovery
will take place in a short time. Given the worldwide impact of the economic and financial crisis, global solutions
are definitely expected to be implemented. However, after the crisis, to ensure work stability, it
will be necessary to balance supply and demand. Three primary global objectives have to be set to achieve
this equilibrium between demand and supply:
a school with the vision and philosophy of spreading the real ethical values for the growth
of the young people, able to teach them how to live by following the principle “no” to anarchy -
“no” to laxity - “yes” to the reciprocal respect of the rights and duties - “yes” to respect and ensure
respect of the rules.
common trading rules across all world markets.
all manufactured goods should have a fixed lifespan. At the end of the lifespan the goods should be
scrapped and replaced with innovative technology and new materials, respecting both the environment
and natural resources.
To conclude, I wish you all a future in equilibrium!
Pietro Colombo
President & CEO
INSPIRED FOR TUBE
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