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Strategic Thrusts and Understanding Customer Needs
David Kucsma, USA
This may be stating the obvious, but the most essential part of creating strategic thrusts is understanding customer needs and defining what you need to do to create value for your customeres.
This does not come froom internal discussions about what a company "thinks" the customer wants but rather from meeting face-to-face with customers, asking strategically important questions, organizing the customer feedback to identify opportunities for creating value and then developing specific strategic thrusts to create the value adding products and services. Too many companies build their strategic thrusts around what they do well vs. what the customer values. It is great when what you already excell at results in what the customer wants but it doesn't happen very often.
Start with the customer! If you help make your customer's successful, chances are you will also be successful.
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Strategic ThrustsCraig Ferguson, Management Consultant, United States Very good observation. A question: I would say that many if not most companies do not proceed in this manner. How would a company who has embarked on a strategy developed internally, change course and realign with the strategy you outlined? |
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Understanding Future Customer NeedsPhaedon Papadopoulos, Professor, United States In addition to meeting with the customer, one needs to understand and anticipate the customers' inarticulated needs. Many times the customers lack the foresight to grasp their future needs. By excelling in customer intimacy one can clearly create value especially in areas of complementary needs. |
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