Category: Strategy and Transformation

Look Inward To Enable Customer Focus

In our article series we’re addressing a common challenge – how do we drive our businesses toward developing customer focus? This article will focus specifically on developing customer focused operations.

As we previously stated, the journey to implementing customer focus involves all parts of an organization, including:

  • Individuals
  • Operations
  • Organizational culture and structure
  • Products and services


Topics:Customer FocusOperational GovernancePerformance ImprovementStrategy and Transformation

Implementing Customer Focus Is A Journey

As we discussed in last month’s article, companies and organizations around the world are concentrating on implementing customer focus strategies. Most organizations make the claim that they are customer focused or customer centered (who wouldn’t?). Yet some look more customer focused than others. Unfortunately, it’s not enough to simply make a decision to become customer focused. That would be like buying a guitar, taking one lesson, and declaring yourself a master musician.


Topics:Customer FocusEnterprise of the FutureOperational DevelopmentOperational GovernanceOrganizational ChangePerformance ImprovementStrategy and TransformationTransformational Change

Multiple Drivers Demand Customer Focus

Customer Focus – We’ve all seen numerous articles and countless books written on developing customer focus. It is a theme that has been prevalent over the past two decades. Every organization seems to be talking about becoming customer-focused, customer-centric, or customer-centered. Given that circumstance, what is creating the drive to become customer focused? Why are so many companies concentrating on creating a customer focused strategy? What is triggering all of this?


Topics:Customer FocusEnterprise of the FutureStrategy and TransformationTransformational Change