Reinventing Customer Management – Lessons from the Best of the Best
Issue 4, 1995

"The problem with our organisation is that we have our face to the boss and our backside to the customer!" This statement – quoted recently by the CEO of a major manufacturing corporation – expresses the frustration many managers have felt in their efforts to realise their vision of truly customer-driven operations. At the invitation of Arthur D. Little, executives representing the "Best-of-the-Best" companies in customer management met earlier this year to discuss their vision of the future customer-driven company, as well as the challenges that lie in the path toward that ideal.