Creating a customer-centric company is easier said than done.
It's a concept every business owner wants to grasp but often
doesn't. And, unfortunately, in tough economic times if you aren't
giving your customers the most for their money, they likely won't
think twice about leaving you for your competitors.
Becoming a customer-centric company requires taking a long look
at your company and understanding what motivates your customers to
buy from you instead of from your competitors.
Many companies base their operations on the value chain model
that was popularized by Harvard Business School Professor Michael
E. Porter in the mid-1980s. The value chain, which is a string of
critical processes intended to help companies understand how to
create and sustain a competitive advantage, describes how a product
or service should travel through an organization's various
value-adding activities (including inbound logistics, production,
outbound logistics, marketing and sales, and services) and
eventually be delivered...
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