Developing customer focus

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 Introduction In the business world of the 1990s organisations cannot afford to remain still. Only 32 of the top 100 of Britain’s biggest industrial companies on The Times list in 1965 could still be found in the top 100 by 1995. All companies, large and small, have to be alert to the threats and opportunities that could make or break them. Change is about remaining ahead of the competition. It is about developing and moving on. Organisations that do not alter and re-shape themselves often…

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