Customer and Organizational Alignment

Businesses invest significant amounts of resources in their internal operations, which is then passed on to customers through price increases. But, are organizations investments aligned with the expectations of their customers? This question is critical to the successful execution of organizational strategies. Very often, business leaders allocate resources to projects based on performance indicators that fail to provide a clear view of the benefit to the consumer.

Should every project that benefit consumers deliver tangible return to the organization?

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