Published by:
Harvard Business Publishing
Length: 12 pages
Abstract
A decade ago, many observers predicted Caterpillar''s demise. Yet today the company''s overall share of the world market for construction and mining equipment is the highest in its history. And the biggest reason for the turnaround, writes Caterpillar''s chairman and CEO Donald Fites, has been the company''s system of distribution and product support and the close customer relationships it fosters. The backbone of that system is Caterpillar''s 186 independent dealers around the world. They have played a central role in helping the company build close relationships with customers and gain insights into how it can improve products and services.
About
Abstract
A decade ago, many observers predicted Caterpillar''s demise. Yet today the company''s overall share of the world market for construction and mining equipment is the highest in its history. And the biggest reason for the turnaround, writes Caterpillar''s chairman and CEO Donald Fites, has been the company''s system of distribution and product support and the close customer relationships it fosters. The backbone of that system is Caterpillar''s 186 independent dealers around the world. They have played a central role in helping the company build close relationships with customers and gain insights into how it can improve products and services.