E chego ao fim de “Choose Your Customer: How to Compete Against the Digital Giants and Thrive” de Jonathan S. Byrnes com uns trechos sobre o gestor do futuro:
"In today’s Age of Diverse Markets, managers’ activities could not be more different from those required of managers in the prior mass-market era. Successful managers today must be overwhelmingly broad and holistic in their perspective; their work is disruptive, innovative, and strategic; and they are primarily team-oriented.
This difference in management is analogous to the difference between a good cook and a great chef. A good cook flawlessly follows a set of predetermined recipes, always creating very good meals. A great chef, on the other hand, has the vision and capability to create an increasingly superb set of innovative, new dishes that continually transform a cuisine—producing the recipes that good cooks follow.
Managers today have to spend a significant amount of time actually physically in customers—walking in the customer’s shoes. [Moi ici: Lembrem-se dos que sonham em automatizar as interacções com os clientes] They must be involved in profit-showcase projects with customers, which are opportunities to develop new forms of their customer value footprint, learning by doing.
Understanding the company’s history: The key to really understanding a company is to know that most often it is doing what it needed to do 5 to 10 (or more) years ago. These practices—including customer targeting and management, category management, and supply chain and operations management—get embedded in a company’s culture and are passed along from manager to manager, year after year.
Each and every manager today faces a stark choice: either try to hold on to the past or focus on building your [Moi ici: Como não recordar a diferença dos que resistem versus os que abraçam a mudança - 2011, 2013, 2021]
The choice is up to you."