From the department of common sense:
Shannon Holman over at If You See Something Say Something points us to A Three-Question Test of Your Company's Customer Focus from John Hagel of Edge Perspectives. As yourselves this:
- Who in the organization holds real decision-making power? Is it the organization that manages relationships with the customer or is it some other group?
- What are the primary measures of performance for the firm?
- What is the primary focus of the brand promise of the company?
From John: "The companies that really succeed in the customer relationship business will have no trouble meeting this test. All the rest had better decide which of the other two businesses they really want to focus on."