TY  - JOUR
AB  - Offers nine theorems to executives for evaluating and improving
their company′s customer responsiveness. Unless senior management
delivers on its commitment to provide reliable, timely, quality service
to its VIP customers, many business opportunities will be lost. Instead
of trying to be all things to all people, firms excel by providing
offerings to customers they are best able to serve. Whom should we
serve; and what offerings should we provide? are key questions
underlying the strategic formulation process. Other cornerstone
questions are presented to executives seeking to know and serve their
customers better.
VL  - 6
IS  - 5
SN  - 0953-3230
DO  - 10.1108/09533239310045625
UR  - https://doi.org/10.1108/09533239310045625
AU  - Zajas Jay J.
PY  - 1993
Y1  - 1993/01/01
TI  - Strategy Formulation: How Customer‐responsive Is Your Firm?
T2  - Executive Development
PB  - MCB UP Ltd
Y2  - 2024/04/18
ER  -