Quad/Graphics : Solving the Integration Puzzle

According to 27-year Quad veteran Dave Blais, president of the magazine and catalog division, the company wasted no time in implementing its game plan and restructuring sales the day after closing.

During all of the controlled chaos—closures, repositioning of assets, etc.—one of the prime objectives was to ensure that the changes remained seamless to clients. More than 400 individual titles were being moved around plants, "and we didn't drop any of these spinning plates in the air," points out Blais. Incredibly, after much of the reshuffling had died down last December, the company could boast of a customer retention rate of 97 percent.