Um tema desenvolvido por este blogue há anos e anos, o contraste entre a mentalidade do século XX, com o seu eficientismo, e Mongo:
"The summary is that 20th century management and economic theory has created a gap between customers and companies. And as companies are seeing that the traditional tools for improving company excellence (operational efficiency and standardization) isn’t churning out the results they used to, they are turning their eyes back to the customers in order to extract value. The problem is that the customer centric approach – often marketed by glorified slogans of customer experience – isn’t connected to the existing organizational culture (goals, collaboration and metrics). So companies can’t just flick the switch, and win with customer orientation – they need a fundamental shift in how they are managed and compete.
...
Creating customers have become the problem (marketing is the expense department), while organizational efficiency and standardizing employees task has become the solution (20th century management principles)."
E pensar que tanto e tanto comentador, político e economista continua preso ao século XX... a velha frase de Napoleão:
"Napoleon said: To understand someone, you have to understand what the world looked like when they were twenty."
Trecho retirado de "
The Customer Is The Strategy"
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