GM Sets Strategy to Improve its Bottom Line


The Detroit Bureau - September 19, 2012

Cus­tomer reten­tion is GM’s next big tar­get, says qual­ity and ser­vice chief Ali­cia Boler-Davis.

Find out more about the strat­egy they have put in place.

For one thing, [says Boler-Davis], the maker has to be more focused on what cus­tomers say they want. “In the past” she admit­ted, “we focused on what we thought the cus­tomer needed.”

GM also plans to change its approach to design changes.

Right now, com­pany offi­cials sug­gest, about 52% to 53% of GM buy­ers can be expected to trade in for another Chevro­let, Buick, Cadil­lac or GMC prod­uct next time around.  Sim­ply boost­ing that by 1% would have a sig­nif­i­cant impact on the bot­tom line, however.