Comments on: Employees: Meet your customers http://blog.kitetail.com/2008/03/30/employees-meet-your-customers/ practical ideas on innovation and technology management Sun, 12 Oct 2008 23:58:21 +0000 http://wordpress.org/?v=2.6.1 By: binnur http://blog.kitetail.com/2008/03/30/employees-meet-your-customers/#comment-17851 binnur Tue, 01 Apr 2008 01:19:36 +0000 http://blog.kitetail.com/2008/03/30/employees-meet-your-customers/#comment-17851 Thank you for the pointer to the article. At the end of the day, businesses make money by selling to customers. Happy employees tend to result in happy customers. Yet, not every customer is a good match for a firm, as the article indicates. I recently read an article on <a href="http://knowledge.wharton.upenn.edu/" rel="nofollow">Knowledge@Wharton</a> (free registration may be required to access the article) about <a href="http://knowledge.wharton.upenn.edu/article.cfm?articleid=1870" rel="nofollow">Why Firing Your Worst Customers Isn't Such a Great Idea</a>. It is an interesting twist that highlights firing your customers may hurt your competitiveness. Yet, I believe this can't be generalized and should be dealt with case by case basis. Either way, there are many influences into the innovation process, and as you pointed out, all should be incorporated in the decision making. Cheers, --B Thank you for the pointer to the article. At the end of the day, businesses make money by selling to customers. Happy employees tend to result in happy customers. Yet, not every customer is a good match for a firm, as the article indicates. I recently read an article on Knowledge@Wharton (free registration may be required to access the article) about
Why Firing Your Worst Customers Isn’t Such a Great Idea. It is an interesting twist that highlights firing your customers may hurt your competitiveness. Yet, I believe this can’t be generalized and should be dealt with case by case basis. Either way, there are many influences into the innovation process, and as you pointed out, all should be incorporated in the decision making.

Cheers,

–B

]]> By: Venkat http://blog.kitetail.com/2008/03/30/employees-meet-your-customers/#comment-17830 Venkat Mon, 31 Mar 2008 14:22:42 +0000 http://blog.kitetail.com/2008/03/30/employees-meet-your-customers/#comment-17830 Not that I disagree, but here is the antithesis: <a href="http://positivesharing.com/2006/07/why-the-customer-is-always-right-results-in-bad-customer-service/" rel="nofollow">The customer is not always right</a> I think customer-led business/innovation/customer service strategy is just one element of the puzzle. You need to make sure you are open to other important sources of influence in making decisions. Not that I disagree, but here is the antithesis:

The customer is not always right

I think customer-led business/innovation/customer service strategy is just one element of the puzzle. You need to make sure you are open to other important sources of influence in making decisions.

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