Meeting Archive:
Accelerate Profitability through Transformative Customer Service


Meeting Description:

This program is a follow-up to the 2012 Islands of Profit Webcast Series featuring Jonathan Byrnes.

Distributors face increasingly fierce competition from sophisticated competitors within their industry and from extremely strong, innovative competitors moving in from just over the horizon. Transformative customer service has become the decisive factor for profit improvement and, for many companies, survival.

“Distributors, large and small, have the ability to create powerful new customer service systems that secure and grow their key Islands of Profit accounts and attract important new customers,” says Byrnes. “You can create big market share increases in the best segments of your market, even while you lower your own costs. It’s a win-win for you and your best customers.”

In this free webcast, Byrnes will answer:

  • How can you transform your customer service to lock in and grow your most profitable customers, while reducing your own costs?
  • How can you develop cost-efficient customer service to your other customers to make them profitable again?
  • How can you sell your customers on the win-win opportunities and measure the benefits?
  • What have really successful companies done, and how did they manage the changes?
Register now for this invaluable look at opportunities to accelerate your profits in 2013. Can’t make it? Register anyway and we’ll send you a link to watch it on-demand after the webcast.
Date: Thu, May 23, 2013
Time: 01:00 PM EDT
Duration: 1 hour
Host(s): MDM Webcasts
 Presenter Information
Sponsored by:
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Jonathan L.S. Byrnes
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Jonathan L.S. Byrnes, author of the award-winning Islands of Profit in a Sea of Red Ink and Senior Lecturer at MIT, is an acknowledged authority on profitability management. His extensive experience spans virtually every industry, including healthcare, transportation, software, retail, financial services, distribution and others.

At MIT, Dr. Byrnes has taught at the graduate level and in executive programs for over 20 years. He has authored more than 100 books, articles, cases, notes and expert submissions. In addition, he wrote a monthly column on managing profitability for Harvard Business School’s Working Knowledge for four years.

He has advised more than 50 major companies, medical institutions and industry associations, and he is the founding partner of Profit Isle (, a trusted partner that combines state of the art big data analytics and change management to accelerate the profitability of tens of billions of dollars of annual client revenues. 

Tom Gale, Moderator
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Publisher of Modern Distribution Management, a specialized information service that provides insight and analysis on trends in wholesale distribution channels. Modern Distribution Management's information services include paid print/online newsletters, industry intelligence e-newsletters, web site, webcasts, book and special reports publishing - all focused on wholesale distribution.