xerox corporation the customer satisfaction program

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xerox corporation the customer satisfaction program

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The major producers were developing new products that utilized digital copying technology as opposed to light/lens technology. Some analysts expected that market growth in the nineties would be driven by "smart" multifunction devices that combined copying, faxing, scanning, and electronic printing functions. Competitors with direct sales forces would have an advantage because the complexity and pricing of these machines was too high for effective dealer distribution. Color copying represented another potential growth area. The color copier market was expected to grow from about 6,000 units ($354 million in revenues) in 1989 to almost 60,000 units ($2 billion in revenues) by 199...

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