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Published in:
2018 | OriginalPaper | Chapter
10. Let Them Eat Cake
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Abstract
Every function in the organization must tie their focus, objectives, and performance metrics to customer satisfaction. Unfortunately, many companies take a myopic internal focus that leads them to focus more on their internal activities and processes than on how their efforts create customer value. As Peter Huber explains, not adopting a customer-centric view is naïve, foolish, and dangerous. He refers to himself as the ‘customers’ best friend’, even after a career in production and supply chain management (and not in sales). He also talks about ‘customer-centricity’. Here he tells us what he means by the term.