Chapter 13 - Chapter 13 Overview Chapter thirteen describes...

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Chapter 13 Overview Chapter thirteen describes how a company can transform into one that builds customer equity. This is by focusing more on the customer needs and the value they bring versus simply working on product execution and management. Change throughout the company is necessary in order to accomplish this. Establishing a key person to be responsible for the customer experience is not only mandatory but essential. If someone is responsible for the customers, than an organization can be established to support it. Instead of an organizational chart focused around products, the author suggests one that emphasizes customer management with a Chief Relationship Officer leading teams focused on the customer and portfolio of customers. Topic of Interest 1 One topic of interest for me in this chapter was the concept about creating solid leadership in the organization to transform into a customer-centric organization. This was described by Marijo Puleo in the “Becoming a Customer- Strategy Organization.” I found this interesting
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Christopher Reinemann
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