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($BILLIONS) 1 COCACOLA 2 MICROSOFT 3 IBM 4 GE 5 NOKIA 6 INTEL 7 DISNEY 8 FORD 9 McDONALD’S 10 ATamp。T IBM Stock Trend Chart IBM Turning Point in 90’ ? IBM’s Proud – PC Business? ? Customer asked for IBM to Sale Product. ? How to turning down trend? 1. Layoff. 2. Reengineering. 3. HR is the best pany petition. Internal Education. New Comer at least 6 month. Customer(Industry KnowHow)+IBM(IT KnowHow) 4. Customer Service Oriented. No Product Constrain. ERP Case. 5. Process Running. IBM Growth with Customer ? 以客戶為導(dǎo)向、服務(wù)至上 ? 客戶服務(wù)是一種整合 ? 客戶服務(wù)是一種專業(yè) ? 客戶服務(wù)是一種體貼 ? 協(xié)助客戶建立競爭優(yōu)勢 IBM’s Mission ? Lead