Are Profits and Customer-Centricity Mutually Exclusive?
Is there a business case for customer-centricity? This month we look at developing and maintaining a customer strategy for profitable growth. The theme, though, is dependent on your believing that it's possible. I have been at too many companies that talk the talk about catering to the customer but which, when times get hard, drop everything to try to "get the business back on course." And that means that catering to the customer actually costs more money and that it's not something you can afford to do.
So I'm throwing it out to the gurus: Give me examples that make the business case for customer-centricity.
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