"For many companies, customer strategy development means buying a piece of technology. They want to believe that a magic gizmo will relieve them of the need to confront the tough tasks of strategic planning, process development, and change management. [Moi ici: Atrevo-me a pensar que genuinamente acreditavam que comprar tecnologia era o certo, era o adequado, era a resposta] Technology is merely a tool. It cannot do the job for you. You cannot simply buy a hammer and a saw and expect a full dining room set to happen by itself. No brush and collection of paints will create a masterpiece. In fact, it’s foolish to buy tools at all before you have a plan dictating which ones you need.
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If companies truly seek profitable, lasting relationships, they will have to make a series of tough decisions to determine their success. The first decision is to stop the indecision. The lack of an active decision to address the Fatal Mistakes is a form of choice - a choice that prefers the current operational mode over a customer-centric strategy. By not making the decision to eliminate the root cause of the problem, the fatal failure, companies vote against their customers."
Trecho retirado de "Passionate and profitable : why customer strategies fail and ten steps to do them right" de Lior Arussy.
2 comentários:
essa parte é incrível
Ele é muito bom!
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