WTT: How important are research and development to the future of Cedar Graphics?
HI: We think that research and development is critical for survival because it allows us to specialize and react quickly to or even anticipate our customers? needs. We feel strongly about developing our processes and products. Sometimes customers are the impetus to get you to provide them with products that will help them grow their business ? say, something they?ve seen at a competitor. Today, database management and information technology are critical. If a customer says, I want to give you this project but I need reports this certain way, online and in real time, you need to know that you can provide that for them. If you look at them and say, we have to do some research and it?s going to take us three months because we don?t have the infrastructure to get the job done, they?re going to move on to somebody else. The trick is to do the research, anticipate the market and stay one step ahead of the customer.
WTT: Can you offer any advice to your industry peers?
HI: The owners and upper management of successful printing companies I know remain accessible to their customers and in touch with their needs. Management can?t just turn over customer relations wholly to sales. They have to stay intimately involved. I can?t emphasize that enough. Internally, stay in touch with your employees. They are the ones who will make new technology work for you. Treat your vendors like customers. Cherish the partnerships they offer you. KBA has been a terrific partner in these installations; they were keenly interested in our success."
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