Abstract
Business leaders today are faced with the relentless pressures of increasing competition, technology, new product innovation and financial performance. In order to be successful senior executives must lead, nurture and navigate their business organizations to cope with the many changes taking place. In this frantic drive for commercial success there is one constant, apart from change itself-the customer. The long-term success of an organization will be determined largely by its ability to differentiate itself in the eyes of its customers: in short, to be customer-driven.
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© 1994 Peter Donovan and Timothy Samler
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Donovan, P., Samler, T. (1994). What is missing today?. In: Delighting Customers. Springer, Dordrecht. https://doi.org/10.1007/978-94-011-1206-2_1
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DOI: https://doi.org/10.1007/978-94-011-1206-2_1
Publisher Name: Springer, Dordrecht
Print ISBN: 978-94-010-4528-5
Online ISBN: 978-94-011-1206-2
eBook Packages: Springer Book Archive