Adam Anderson on customer-centric approach
From Unlocking the Power of Data: Insights from Sannah Vinding and Adam Anderson #manufacturingpodcast · · Leadership in Manufacturing
“Giving the customers a leeway to decide whether they want to be face to face or virtual is not about what we want, it's about what's going to be best for them.”
On , Adam Anderson, Chief Executive Officer & Director at INNOVEX INTERNATIONAL INC, spoke about customer-centric approach during Unlocking the Power of Data: Insights from Sannah Vinding and Adam Anderson #manufacturingpodcast on Leadership in Manufacturing.
About Adam Anderson
In a September 2024 podcast appearance, Adam Anderson discussed how his organization has improved its use of data, stating that "we're better at looking at data because we have so much data available to us now it's almost overwhelming and we're getting better and better all the time at using it, leveraging it to drive value." He described using purchasing data to build a picture of customer behavior before meetings, saying that this approach allows him to be "a lot more educated than you were before." Anderson also addressed changes in customer engagement, noting that hybrid work has altered expectations around scheduling in-person meetings. He said that "the expectation that you could set a meeting with them in two days and that they'll be there just doesn't work that way anymore." While expressing a preference for face-to-face meetings, which he called "the Holy Grail," Anderson described virtual meetings as "really productive and helpful." He emphasized that the choice between in-person and virtual meetings should be driven by customer preference, stating that "it's not about what we want, it's about what's going to be best for them."