Just what makes Fedex so good at what it does?
The answer is that it takes good care of its customers and doesn’t let fads and notions get in the way.
Unlike many companies, for example, Fedex didn’t integrate (and ruin) the companies it has added or acquired. Fedex Ground, Fedex Freight and Kinkos run their own businesses.
But the delivery firm did create a service layer on top that made all of it “transparent to the end user,” said Scot Strumminger, vice president of IT for Fedex Services, speaking at the Gartner CRM Summit. “We don’t ask if you’re calling for Fedex Ground
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