We’ve Let the Customer Get Away

François Dupuy
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François Dupuy: Mesa Research

Chapter 3 in Business for the 21st Century, 2011, pp 59-76 from Palgrave Macmillan

Abstract: Abstract What’s this? The customer, who is supposed to be the focus of all our attention, real or supposed; he is the overall victor in the process of globalization and the resulting market opening; the person who, thanks to the Internet, is supposed to enjoy limitless choice. Yet here we are claiming he has been left to his own devices? This is hard to believe, given the avalanche of advertising telling us how much companies love and cherish the customer, and how accustomed we are to all that managerial vocabulary that speaks of nothing but, both through and for the customer. There is even a training course at one of Europe’s finest business schools that calls itself ‘Building customer-obsessed organizations’. To our grandparents, the customer was king. For us, he has become an obsession. It’s almost funny.

Keywords: 21st Century; Customer Relationship Management; Sales Force; Head Office; Sales Representative (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-30772-8_4

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DOI: 10.1057/9780230307728_4

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