Envisioning a Customer-Value-Driven Enterprise

Abstract

What is a customer-value-driven enterprise? It is a company that optimizes for what the customer considers valuable and more specifically what the customer is willing to buy and use. It is also a company that optimizes its internal organizational processes toward a focus on customer value. This type of company attempts to remove any organizational processes or activities that do not directly link to customer value. As a simple example, a status report requested by manager that has little or no direct benefit to what the customer finds as valuable should be eliminated since this task takes time from focusing on customer value.