Value is priceless

摘要

Imagine an unhappy customer bursting into your offices, demanding to speak to the person in charge of customer value. Where would you take them? Probably the marketing department or possibly operations or distribution? Probably not the finance department. Creating customer value is the most important thing that a business does and yet most organisations cannot easily answer the question: "Who is in charge of value here?"Taking the customer to the marketing department is not the right answer. Customer value is about more than marketing - it is what the whole organisation does.