Читать книгу Managing Customer Experience and Relationships - Don Peppers - Страница 25
CHAPTER 2 Treat Different Customers Differently: How Learning Relationships Lead to Better Experiences and Higher Profit
ОглавлениеThings have never been more like they are today in history.
—Dwight D. Eisenhower
Enterprises that foster relationships with individual customers pave a path to profitability. Thus, a customer-strategy enterprise seeks to organize all its value-creating activities around individual customers, treating different customers differently, so as to treat each customer more relevantly, with the knowledge that by doing so the enterprise will also enjoy more profit for itself. For most companies, the problem is that the metrics, reporting structures, and processes that operate well in terms of operating a product-centric enterprise conflict with what is required to operate in a customer-centric way.
