Achieving Deep Customer Focus Harvard Case Solution & Analysis

Today, managers recognize the importance of customer focus. However costly efforts client they usually realize rarely deliver the promised benefits. The reason? A superficial understanding of what customer focus really means. True customer focus includes comprehensive organizational change. As Baxter Healthcare, LexisNexis, IBM and BP study, type of customer focus, which creates advantages to competitors with great difficulty copying requires a corporate transformation. In-depth research by the author for many years, shows like 10 breakthroughs in thinking, remarkably consistent across industries, to improve growth and profitability is more efficient than the customer relationship management software, loyalty programs, or satisfaction surveys. She describes, for example, the manager of Baxter Healthcare Corporation of Germany received employees think of themselves as doing post-surgery "home-TNG" rather than simply providing aftercare food in hospitals - and how it ultimately led to Baxter becomes necessary for clients . With deep focus customer gets back to the behavior of employees, people at all levels have become innovators. "Hide
by Sandra Vandermerwe Source: MIT Sloan Management Review 11 pages. Publication Date: April 1, 2004. Prod. #: SMR133- PDF-ENG

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