Remington Arms [PDF] Here's a case study by Baseline Magazine on gun maker, Remington Arms, the largest gun maker in the US. Remington has always had to maintain a close relationship with its customers, but they lost touch with them during the 90s, as they shifted focus from end customers to its retail customers, such as Wal-Mart. That shift in focus was starting to hurt the bottom line, so Remington embarked on an effort to refocus on customers, but lowering the costs to do so. The verdict? Go online. Check out the case study for more.

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