Re-View: changing the point of view

Susan Barlow, Stephen Parry and Mike Faulkner

Chapter Chapter 3 in Sense and Respond, 2005, pp 39-55 from Palgrave Macmillan

Abstract: Abstract Organisations that are capable of sensing what’s important to customers and then engaging the resources of the entire organisation in response will always dominate the marketplace (Haeckel, 1999). The Re-View phase is not about reviewing things against what went before but about gathering together an ‘outside-in’ view of current performance, learning to sense what’s important to customers, and measuring the end-to-end organisational response capability.

Keywords: Customer Relationship Management; Customer Demand; External Demand; Frontline Staff; Senior Management Team (search for similar items in EconPapers)
Date: 2005
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-50814-9_3

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DOI: 10.1057/9780230508149_3

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