To you the customer is king! And yet sometimes you wonder wether you really know who your customer is, what moves him and why he chooses your organization over someone else’s? The statistics from your customer satisfaction and market research don’t give your management the kind of information to base real and decisive action on?



Would you, like the entrepreneur in this example, like to get a sharper picture of your actual target audience? Get a real return from your market… Continue

In business school one of the most iconic examples of the failure of a technologically superior product at the hand of a technologically inferior product taught is that of the Philips Video 2000 facing Sony’s VHS system. The reason cited: that Sony was smart enough to make sure thousands of video’s were available for it’s inferior system where Philips paid less attention to distribution and more to technological development. Consequently the VHS system reigned for a decade and the Video 2000… Continue

March 3, 2009 by Blogeteer at City Falcon (http://blogeteer.cityfalcon.com)



The Basic Challenge



Customer Focus: solution or problem in times of crisis? As organizations brace themselves in economically hard times it seems a good moment to evaluate the benefits and risks of the Customer Centric machinery they have put- or have neglected to put into place over the last decade. What is the potential of a Customer Focus approach in times of crisis: what risks are involved?… Continue