Kodak On the Move

The secret, Pellow says, is to have specialists dedicated to each product, but a single account manager interfacing with the customer. That manager, she says, will do whatever it takes to meet customer needs.

"This is consistent with the way that the majority of high-tech digital firms serve customers," she says. "No single individual can be an expert on [all] technologies. The account manager will clearly be knowledgeable about the Kodak graphics communications business, but there are times when strong implementation expertise will be required. The account manager will have specialists to support him to meet customer needs."