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What Makes Great Leaders Great by Frank Arnold

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CHAPTER 7

Structure Your Organization Around the Customer

LEARNING FROM

Michael Dell

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“From the start, our entire business—from design to manufacturing to sales—was oriented around listening to the customer, responding to the customer, and delivering what the customer wanted. Our direct relationship—first through telephone calls, then through face-to-face interactions, and now through the Internet—has enabled us to benefit from real-time input from real customers regarding product and service requirements, products on the market, and future products they would like to see developed.1

MICHAEL DELL (BORN IN 1965),THE FOUNDER AND CEO OF THE DELL ...

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