Customer centricity: Let your customers lead you
Robert Wollan, managing director of CRM, North America, Accenture
September 17 2009
Some prognosticators see green shoots of growth beginning to emerge from the long economic winter. Others say the lean times will linger. Most agree, however, that businesses are facing a fundamental 'reset' - markets with profoundly different customer behaviors and internal business models that have been ravaged by quick cost-cutting measures.
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