GM wanted to create something different with Saturn. They studied the typical complaints with respect to the car buying experience - then, they decided that buying a Saturn would be different. Their changes were supported by their ad campaigns and the customers responded very favorably to the Saturn buying experience.

In too many companies key accounts are not managed as well as they should be. Often, too many accounts are given this status, resulting in poorer service for the best customers. This article describes how to correct this situation and treat your key accounts as if they really were key.

In many companies, if a salesman doesn't sell well right away, he is fired. In smart companies, sales people are as valued as customers.