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During 2002 Stora Enso conducted a customer satisfaction
survey that prompted a further improvement in
customer focus in the form of a comprehensive
customer relationship management project.
Customer relationship management
Already more than 300 people from three divisions
are involved in Customer relationship management project
and it will continue throughout 2003. The purpose
of the project is to create and implement a customer
relationship management model with defined working
principles.
The project targets are to improve profitability,
reduce volume volatility, improve supply chain
operations, shift from selling products to selling
solutions, optimise utilisation of the whole product
mix, reduce costs and increase organic growth.
Magazine Paper – Enhancing customer service
R&D
In 2002 Stora Enso spent EUR 91.6 million on research
and development, which was 0.7% of net sales. The
most important product area for research and development
is Consumer Boards, where it supports innovation-based
growth strategy. The new InnoCentre, a EUR 4 million
investment in industrial-scale converting machinery
for raw material development and concept innovation,
will be an important tool in developing new converting
and packaging technologies and business models. A
new concept has already been launched for packaging
CDs and DVDs.
Different printing technologies
Another focus area is product development for digital
and other document printing. The product portfolio
for different printing technologies has been further
developed and complemented. Recent new products are
Stora Enso Matt, New StellaPress and CosmoPrint. The
main emphasis in product improvement of printing grades
has been on brightness, opacity and
surface smoothness.
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