IPMA 2005 Transforming Your In-plant

• IPMA favorite Carrie Griffin, of Peopleware, talked about customer relationship management and why it's important to build relationships with customers and get to know their needs. Values differ from customer to customer, she said, so each should be treated differently.

• Don Landwehr, of Wisconsin Public Services Corp., shared his thoughts on customer service, noting that staff should also be involved in providing it. "You can't be the only one that can answer questions," he said. If you discover your bindery operator is a good CSR, give him or her more customer contact. Also, he said, learn how each customer fits into the company so you can better help that customer fulfill his/her mission and look good.