The Lies We Tell Ourselves: Why Firms Aren’t Optimizing Value For Customers
Blog: Forrester BPM Center of Excellence
We all talk about it. Most of us believe it. Nearly nobody does it: Organizations are NOT optimizing for value for customer. If they did, they’d make sure to help customers accomplish their goals and meet their needs. But instead, most companies optimize value for the business. Three illusions are at the root of this: […]
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