Have you ever seen a business not claiming to be ‘customer-focused?’ I doubt that.
Have you seen many truly customer-focused businesses? Me neither.
The biggest problem is that, even if executives sincerely want to build a customer-centered business, they rely on self-centered principles.
It’s like gifting your loved one a ticket to a concert of your favorite band.
Most companies make two common mistakes:
1. They segment their customers based on the wrong criteria, and
2. They design their org structures around flawed linchpins
If a company structures its sales department by region and its marketing department by product, it cannot become customer-oriented.
You can’t build a business in a way that makes it easier for you to run and still expect customers to love it. Designing an org structure for themselves while preaching about clients is a sign of managerial schizophrenia.
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