This paper describes a new risk management system and its tools for a) Directors and management to identify and mitigate those risks associated with retaining and gaining customers in a competitive environment and b) Ensure management mitigates and reports on those risks and their profit impacts in a meaningful way.
Not only can you monitor and improve your firm’s relative level of market-driven behaviors, but you must if you wish to prosper in a rapidly changing world. You can't manage what you can't measure, creating a customer focused culture is no exception.
A critical difference between top tier companies and all others is the level of market-driven/customer-centric behaviors within the business. It is a critical success factor. It is a fundamental strategic issue for CEOs and Boards.