A very well written, thought provoking article that reminds us of the importance of consistently delivering value. You need to remember that your organization exists to deliver value so even when times are tough, focus your resources on your best customers so you protect your relationship.
But executives also can overdo the cost-cutting, compromising one of their most valuable assets: their relationship with their best customers. Key relationships must continue to be nurtured and grown. The tough times will end. If a company’s best customers jump ship during the downturn, the company may never win them back.
