On Monday evening, in a hotel room in London, Kjerstin Erickson made her hit list. Laid out in Excel, it is meticulous: name, organization, responsibility—65 names in all. The next day, Erickson boarded a train and made her way to Oxford, where she knew her targets would be gathered, and then she began picking them off one by one.
Many of today’s companies recognize the urgency of converting to a
customer-centric, social web-based, operation. The excuses and faulty
logic brought on by global prosperity have been replaced by an honest
examination of internal operations and external market share. As the
various departments search for collaborative ways to maintain
profitability in uncertain economic times, we will see more and more
arrive at the duh! moment of realization that the customer comes first.