Advertisement

Re-View: changing the point of view

  • Susan Barlow
  • Stephen Parry
  • Mike Faulkner

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 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

Copyright information

© Susan Barlow, Stephen Parry and Mike Faulkner 2005

Authors and Affiliations

  • Susan Barlow
  • Stephen Parry
  • Mike Faulkner

There are no affiliations available

Personalised recommendations