Strategy Formulation: How Customer‐responsive Is Your Firm?

Abstract

Offers nine theorems to executives for evaluating and improving their company′s customer responsiveness. Unless senior management delivers on its commitment to provide reliable, timely, quality service to its VIP customers, many business opportunities will be lost. Instead of trying to be all things to all people, firms excel by providing offerings to customers they are best able to serve. Whom should we serve; and what offerings should we provide? are key questions underlying the strategic formulation process. Other cornerstone questions are presented to executives seeking to know and serve their customers better.