PKF Texas – The Entrepreneur’s Playbook: Customer Interactions

by | Jul 13, 2007 | PKF Texas - The Entrepreneur's Playbook®

Note: Running most Fridays in FromGregsHead.comis a continuing series of tips brought to you by Greg Price. These run Saturday mornings during the BusinessMaker’s Radio Show on KPRC 950AM. Audio files can be found on the Entrepreneur’s Playbook page of the PKF Texas website.

Last week we talked about a recent study Forrester Consulting did for Microsoft on customer relationships and innovation.

Related Forrester research on innovation discovered a similar bottom-line orientation: Half of all managers chose cost reduction as a key reason to innovate. Further, only 41 percent of respondents listed innovation as one of their top two strategic priorities, well behind customer relationships (75 percent) and operational excellence (52 percent). Business managers may perceive the value of innovation, but they do not yet see it as part of a strategic approach.

Because customer interactions are valued so highly, they are outsourced less often than is commonly believed. Spending on IT and human capital is not yet fully aligned with the high priority placed on customer relationships. What would your answers be to these questions?


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