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  "Our Take"

(Past Editions by: Date, Title, Topic)

 
About "Our Take" 
"Our Take" is a collection of daily vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions, epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
 
 
8/15/06 - Know Your Customer
One of the basic assumptions we have always made is that it is imperative to be customer focused. Why wouldn't you want to organize your company so that your employees are doing everything possible to listen to customers more and serve them better?
 
However, now someone is questioning that common wisdom. The results of a study by George Day of Wharton School of Business suggest that the fortunes of market-driven companies may not always be worth the sacrifices that need to be made to get there.
 
The study showed that the assumption that a customer-focused strategy will somehow automatically translate into better company performance is just a leap of logic without basis in fact. Day says the transition to market focused is not trivial requiring big, disruptive reorganizations and long-term coordination costs. To me, the results suggest that we should be testing the assumptions in the context of our own operations rather than taking them at face value. Do you agree?
 
Gary Lemke, Publisher
(Share your thoughts)
 

 
 

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