Welcome to the Age of the Customer and invest accordingly says Josh Bernoff of Forrester Research , author of a new report titled “Competitive Strategy In The Age Of The Customer”. According to the report, previous sources of dominance (ie manufacturing, distribution, even information mastery ) are now just table stakes. This is the age of continuous disruption. Your relationship with customers is the only thing that enable you to survive that disruption. Companies must be more than customer focused, they must be customer obsessed. A customer obsessed company focuses its strategy, its energy, and its budget on processes that enhance knowledge of an engagement with customers, and prioritizes these over maintaining traditional competitive barriers. An interesting piece of work. Find more here.
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