North Central / Regional Reports

Emerson Receives Frost & Sullivan Award

ST. LOUIS - Emerson Climate Technologies, a business of Emerson, announced that it has received Frost & Sullivan's 2004 Building Technologies Customer Enhancement Award. According to Frost & Sullivan, the award is given each year to the company in the building technologies sector that has best demonstrated the ability to expand its customer base with more innovative value creation and enhancement strategies than competing companies.

Tom Bettcher, an Emerson executive vice president and business leader for Emerson Climate Technologies, was on hand to receive the award at the Frost & Sullivan Customer Value Enhancement Awards banquet held in Boston in July.

"I'm very honored to accept this award on behalf of everyone at Emerson Climate Technologies. This recognition is confirmation that we are succeeding in our original goal of better serving the climate control needs of our customers," said Bettcher. "This is an exciting time as we leverage the strengths of our divisions through the Emerson Climate Technologies brand to develop and bring to market integrated technologies and solutions that improve human comfort, safeguard food, and protect the environment."

Frost & Sullivan analysts recognized Emerson Climate Technologies for its successful sales entry, customer acquisition, and service strategies, and the degree to which those strategies have met customer-stated demands and needs.

"Emerson Climate Technologies has adopted a global approach to customer service, and has devised strategies to improve the quality of its services," said Sapan Agarwal and Sanjiv Bhaskar, Frost & Sullivan industry analysts. "Collaborative working has evolved as a key objective and the company has been focusing on cooperation across diverse divisions."

Frost & Sullivan cited several examples of how Emerson Climate Technologies delivers customer value enhancement, including:

  • Establishment of a centralized global service center, comprised of technical, marketing, and customer service personnel, designed to make it easy to do business with the company.

  • Creation of an online, interactive resource tool ( that provides HVAC contractors with the knowledge they need to meet customer demands and grow their business. The Web site provides access to the latest HVACR news, tech support, training opportunities, and product information.

  • A determined focus on developing integrated solutions that increase energy efficiency and enhance HVAC system performance. One example is Emerson's UltraTechâ„¢ Home Series, which features advanced, energy efficient heating and cooling technology for residential systems.

    The Emerson Climate Technologies brand, launched in 2002, unites 17 Emerson-owned divisions that design, manufacture, and market various HVACR products and integrated solutions around the world.

    "Emerson is strongly focused on understanding the ‘pain-points' of its customers and then engineering the solutions and technologies to help alleviate them," said the Frost & Sullivan analysts. "The company adopts a progressive approach by identifying different levels of needs for different customers depending on their position in the distribution chain."

    Publication date: 08/23/2004

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