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Guest Column:
A journey of four steps
It takes a clear line of sight to achieve true customer focus.
by Ranjay Gulati, Kellogg School of Management, Northwestern University
The Chinese philosopher, Lao-tzu, is famously credited with saying that “a journey of a thousand miles begins with a single step.” While Lao-tzu was making an analogy about life—not thinking about commercial enterprises—the classic statement also applies to the journey all businesses must take to achieve customer focus. For without customers, businesses cease to exist.
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