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Business Consulting For The 21st Century Via A Holistic & Intelligent Approach

Seven essential strategies for success

Consumed => “Making a Case for Discipline(s)” by Moira Dorsey & Megan Burns on Destination CRM.

http://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=82466

=> My value add (i.e., left a comment)…

“What’s the root cause of this misunderstanding? Some don’t know that the game has changed and that they need to care about customer experience. Others believe customer experience is important, but don’t understand that it requires more than common sense. The leaders of these firms might think they are focused on customer experience, but they aren’t actually adopting it as a business discipline.”

Agreed.

Which compels me to suggest you alter your list just a bit. The seventh discipline is…Listening. There are plenty of proxies for “Customer Understanding.” On the other hand, you can’t fake listening. Truly, honestly and sincerely listening.

He who listens last listens best ;)

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