There is only one customer - the person who makes the decision to buy the product or service. It is not the guy in the next department, the other business unit, or even the person that writes the check - it is the decision maker who, by their choice, adds bottom line dollars to your company.

Internal relationships are all part of the value chain, not customers as such. Everything you do with the internal operations of the company are optimized to produce lowest cost, or maximum performance, not matching each customer need as requested.

Customer focus reflects a value orientation that indicates “Preferred Business Partner” or “Strong Customer Commitment” and all that implies. And yet, with these internal “customers”, often it is “prudent financial management” that drives decisions.

The reality is that you optimize the business value, ignoring unique internal relationship requests, and deliver for minimum diversity and maximum manageability.

And you though you were customer focused......

Contact us - we can get you on the track to more effective business value delivery through information technology.