WEVE DESCRIBED THE DIFFERENT customer-focused strategies, but how do you choose and implement the ones that will work best for your company? Not all strategies are appropriate for every company. You have to select the ones that best address your customers’ needs and then figure out how to get your organization to support and implement these strategies. This is not easy, as many of the changes entail a radical departure from current practices. Even when leaders understand the benefits a customer-focused strategy will bring to their business, many are still reluctant to change. They don’t want to rock the boat during their short stay at the helm, so they cling to old strategies until customers ...

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