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Volume 27, Issue 3

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Customer-Focused Crisis Response

Written by  Phil Veal November 22, 2007

The global business environment of the last two to three years could be characterized in one word as “unpredictable.” Stock market volatility, corporate accounting scandals, geopolitical conflicts and global epidemics have forced corporations to weigh the risks of unforeseen disaster versus the costs of preparedness. The recent outbreak of Severe Acute Respiratory Syndrome (SARS) has racked China’s economy. Tourism and lodging in China have suffered tremendously. But that’s not all. According to reports by local analysts and research firms, desktop computer sales plunged 37 percent in March from a year earlier and mobile phone sales fell by 16 percent. An analyst at J.P. Morgan Chase & Co. in Hong Kong estimates that sales of electronics products in China could fall by 20 to 30 percent in the second quarter of this year. Toronto’s economy has suffered similarly. Other industries are having to cope with rapid spikes in business activity due to the

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