The New Job

The New Job

It was several months ago when you opened the letter that said “We are very pleased to offer you the position of Marketing Director with Intelligent Hardware Ltd, to start at a mutually agreeable date”. That mutually agreeable date arrived at the beginning of this month (May 2012), and you are setting into your new role with the organization.

Intelligent Hardware Ltd has an enviable reputation in the computer service industry. It originally provided bureau services, processing data for its clients. Over time the emphasis has changed from providing outsourced hardware solutions, to being third party providers of hardware, and in particular software support. it is a dynamic marketplace and as the cost of both hardware and software comes down, this together with better and easier to use software, is encouraging customers to simply buy off – the - shelf packages to meet their IT needs.

As a consequence, Intelligent Hardware has searched the industry to find the right person to enable them to manage their current market and to seek opportunities for growth. The company still has ambitious plans for the future and has recruited you to fulfill both this role and their expectations. You are delighted to have been appointed; it represents a major promotion for you and a big increase in salary, and as intelligent Hardware is highly respected in the industry, success in this role could be the big step you need to make it to the very top.

Your first week or so with the company has proved insightful. Intelligent Hardware has relied on its reputation, but it is apparent from the increasing number of customer complaints that service is not all it should be. This is of concern, as poor service can only further encourage clients to switch away from the company and even install their own systems. It seems that marketing has largely been viewed within the company as a sales support and promotional activity; the understanding of customer needs and how they...