Being highly customer focused is difficult enough - but you also need to keep your operating costs down. Maybe you need to address a diverse range of customer needs but are concerned about the proliferation in effort and costs? How do you build an organisation that achieves both customer focus and operational efficiency?

1. WEBINAR 3 THE LIVING ORGANISATION SERIES
AUGUST 2011
Ho w to b u i ld a
custo mer - wi nni ng
o r gan i sati o n
Being highly customer focused is difficult enough - but you
also need to keep your operating costs down.
Maybe you need to address a diverse range of customer
needs but are concerned about the proliferation in effort
and costs? How do you build an organisation that achieves
both customer focus and operational efficiency?
The answers to these questions rely on understanding that
economy of scale is a myth in knowledge-based
organisations, and that real efficiency is created by achieving
economy of flow between the customer and organisation.
“How to build a customer-winning organisation”
will address three important enablers for achieving both
customer focus and operational efficiency:
✓ how to set up and manage the external customer
interface with the different segments of your market
✓ how to build the all-important value-creating processes
inside the organisation
✓ how and when to create shared services so as to
achieve the real driver of efficiency - economy of flow.
Norman Chorn is the
Join our webinar author of “Strategic
on 31 August at Alignment” and the Register here
creator of the “Living
12:30 - 1:30 Organisation” series