Customer is King, but only until the company gets
distracted by other priorities.
This
article, aside from belaboring a truism - shows some examples
of companies - Dell, Toyota - that lose sight on their reason of
being, and run into trouble consequently. And some companies that
kept getting right, even during the recession - Amex, GM
Electric.
It effectively describes the business GSG is in.
What it doesn't describe is how hard it is to make those trade
offs and how to manage a board that is looking for immediate
result. And it doesn't acknowledge the fact that there are very few
companies that can afford to say: "Find out what they want, we'll
figure out a way to deliver it". Using this kind of statement,
dummyfies the reality instead of clarifying it.
The reality is that management is about managing paradoxes and
conflicts of interest. Often, it is the charisma and leadership
qualities of the man at the helm that creates the space for
companies to do things "right". A fact based plan and a concrete
roll out plan helps. Apologies for the advertising, but that's one
thing we're very good at.