In ThreeBond we call our salesmen "marketing engineers." Their function is not only to sell our products, but also to have knowledge about ThreeBond's products. This requires considerable knowledge of chemicals. Our marketing engineers apply a high level of specialized knowledge and know-how to grasp our customers' needs and solve their problems. Our system is to qualify our employees as engineers to encourage them to know chemicals well. In particular, we require that our marketing engineers acquire more knowledge than is necessary for a salesman, so they can respond intelligently to customers' questions and problems.
Our technical service personnel, serving as partners of the marketing engineers, provide technical support to our customers. They also act as a bridge between marketing on one hand and the research and development on the other. At ThreeBond, we impose no barrier between those organizations, rather, we rely on teamwork between them to solve customers' problems. Technical service personnel relay customers' comments to our research laboratory, which utilizes them in developing products.
Customers' business environments are changing rapidly. To understand the changes thoroughly and thus to know our customers' exact needs, we periodically survey our customers to determine how they are satisfied with our products and services. We apply the results of these surveys in solving our customers' problems. |
