Value is in the Eyes of the Customer

The Subjective Theory of Value states that value of a product or service is based on the subjective importance of it to an individual. You can read more about the details and economic theory behind this on the link here.

Lets look at this theory in the light of customer relationships. There is evidence all around us that the value of certain relationships is different from customer to customer. Where one will value a social network presence of an organization more than visiting their physical office, others will have a different opinion.

Can Organization Silos Be Beneficial?

A while back, I had written about the disadvantages of organization silos and the detrimental impact that they can have on an organization's ability to understand the customer and build a single view of their products and services. Recently, I challenged my idea about silos.

The Journey of Outside-In Process – A Two Way Road

I recently read an interview with Ranjay Gulati published in the Harvard Business School “Working Knowledge” newsletter (http://hbswk.hbs.edu/item/6201.html) based on the reference given by Dick Lee in his blog here. As Dick rightly says it is an interview which will change the perspective that many of us see customer-centricity.