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Customers not satisfied with C&W's job loss explanations

Antony Adshead
Cable & Wireless has been slammed by some of its customers for its lack of communication following the announcement last week of 3,000 job losses in its C&W Global division.

The company has announced that customers with revenue figures that fall below "the millions" will not be directly dealt with by C&W. Instead, they are to be transferred to third-party channel providers.

Duncan Black, director of corporate solutions for C&W, said, "We have decided to concentrate on larger enterprise and global customers and move away from the SME market."

According to Black the cut-off point - though not a precise figure - will see those customers whose accounts are worth less than "millions of pounds" being transferred to channel providers.

Anne-Marie Wolfe, chief information officer of Grey Global, which uses C&W, said, "We are sympathetic to the difficulties of C&W and the stress this situation places on staff. However, C&W must invest resources to quickly and repeatedly communicate its strategy to corporate customers, otherwise, it will lose market positioning as customers grow increasingly unsure of what C&W will become."

Another disgruntled C&W customer, who asked not to be named, said, "The company has seemed in disarray over the past year as we have tried to sort out our business with them. We just found out our sales contact has been outsourced, but with C&W's poor account management and communications I wouldn't be surprised if they didn't know that yet."

The company last week announced 3,000 job losses in its C&W Global division as part of a £1bn restructuring. These will mostly come in the US with some cuts taking place in Europe, the UK and Japan, although the company was unwilling to give a precise breakdown of the job losses at this point.

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