What Does It Mean to Focus on the External Customer?
CIO, 21 (7):
p56 (20080115)Abstract
The article discusses the need for companies to focus on the external customer. The authors' have classified employees as high, moderate and low. At a higher level one is actively involved in shaping the customer value proposition beyond a certain relationship and High performers build complex relationships with customers and provide services that customers are not aware of. Listening to feedback shows a low level of performance and at moderate level, one knows the customer very well. This means one can predict how one might respond to a given offering and one can also predict needs that one may attend to in the future.