Consolidation--The Ties That Bind?

Relationships are most vital. "Customers in our industry still buy from individuals they trust and value," Frick says. "They don't exclusively buy from large companies that they may not always understand. Sometimes the major providers—in the minds of their customers—have trouble meeting customers' changing schedule requirements. Getting bumped from their place in a major printer's computerized schedule can be an issue for any customer. Middle-market providers and smaller companies sometimes achieve this focused flexibility and service fluency in a way that is more appealing to customers."