Friday, July 07, 2017

The Internal Customer


Large employers can spend a great deal of time dealing with external customer relations. What they often neglect is internal customer relations. Communication and coordination within the organization may be sporadic or nonexistent. The overall effect on the external customers is not calculated but it can be enormous.

The external customer cares nothing about the turf or status wars that are fought internally but instead focuses on the ultimate product or service. That product or service is frequently created and delivered by an array of teams and decision makers.

In order to evaluate each step of the process, start with the customer and walk backwards. 

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