Stuart McKechnie, Author, The 4 Dimensions of Total Customer Service

The Customer Challenge is real, ongoing and is the dominant strategic issue to be managed. Our business world presents opportunities, threats, demands and influences that have characteristics that continue to change. We share our business world with others, including customers. It offers buying opportunities to customers and selling opportunities to suppliers. Customers and suppliers shouldn’t be worlds apart. Proactive management of business world guides organisational adaptation and change towards achieving strategic intent and meeting the customer challenge.