Insights Blog

Conventional wisdom dictates that for an organization to become customer-centric, all functions must make meeting customer needs their priority. This is often too simplistic and simply not practical. Each function has its own priorities and goals that are often in conflict with other functions. Manufacturing is charged with production and cost goals, sales has to meet its numbers, product management is trying to meet P&L goals, and marketing is trying to meet customer needs. These goals don’t often line up. And then when financial pressure builds up, customer experience related priorities are often thrown out the window, and everyone puts their heads down to deliver the Quarter or make the number for the year.