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.



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