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Small and medium-sized businesses (SMBs) around the world are facing a competitive environment more intense than ever. Changes in the economic environment that began in 2008 (and earlier in some places) have altered business fundamentals forever. Larger competitors are increasingly interested in capturing the customers that SMBs previously were able to claim uncontested. And customers themselves are becoming more knowledgeable and skillful in leveraging relationships, especially in cases where industry consolidation has been concentrating purchasing among fewer customers.
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