a primary issue faced by companies in the execution of their customer
strategies is one of poor alignment to the needs of effective customer
management. Thus a first step of HCG's methodology is to help
calibrate the business environment and customer management capabilities along those lines.
Orienting the company to the needs and behaviors of its customers, rather than internal drivers
Coordinating people, processes, and systems to meet both business goals and customer needs
Quickly and efficiently reacting to changing market conditions and customer demands