Software solutions provider beefs up customer focus

Staff Writers
Monday, 23 February 2009 12:00

IT Industry - Market

Lawson Software seems to be bringing a whole new meaning within the company to customer focus with the establishment of a new business department called the “Customer Experience Office” and the appointment of a “chief customer officer”.

Lawson, a provider of software and service solutions, says it has appointed Peter Quinn as chief customer officer to lead the office and to support initiatives to enhance customer loyalty.
 
Quinn, who joined Lawson in 2006 and has served as vice president of marketing operations since 2007, said "Lawson has only one mission, to make our customers stronger. The customer experience office will monitor our customers' needs and develop internal programs and best practices to help bring them a superior experience in every area of contact with Lawson."
 
The announcement by Lawson, issued today in Sydney, said that in his new role Quinn would lead a team that will be the customers' advocate at Lawson, “keeping customer concerns at the forefront of all levels and all departments.”

Quinn said the new office was currently surveying customers to identify areas of concern and then following up to address those issues systemically and individually by working across all departments.
 
According to Quinn, Lawson has 4,500 customers in healthcare, manufacturing, distribution, maintenance and service sector industries across 40 countries, offering solutions including enterprise performance management, supply chain management, enterprise resource planning, customer relationship management, manufacturing resource planning, enterprise asset management and industry-tailored applications.