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B2B: back to basics – driving shareholder value

Randy Harris (Randy Harris is founder and managing partner of Executive Intelligence, Inc., a research and consulting firm specializing in Customer Decision Analysis (e‐mail rharris@execintell.net))
John Goodman (John Goodman is president of the e‐Satisfy organization (www.e‐satisfy.com) and was the founder and president of Technical Assistance Research Programs (TARP).)

Strategy & Leadership

ISSN: 1087-8572

Article publication date: 1 December 2001

1619

Abstract

In the face of an uncertain, even down‐turning, economy, many executives are finding the pressures of improving shareholder value have replaced the intense pressures of the dot‐com era. The prosperity of the 1990s raised the bar in terms of shareholder expectations. Acronym‐laden, technology‐based strategies established new concepts of silos. Customers have become obsessed with self‐determination and control. In business‐to‐business (B2B) operations, success will depend on developing interdependencies within the entire food chain of companies that serve the ultimate consumer. The authors suggest a Return on Customer (ROCTM) measurement that can help business executives maximize their efforts to meet customer needs.

Keywords

Citation

Harris, R. and Goodman, J. (2001), "B2B: back to basics – driving shareholder value", Strategy & Leadership, Vol. 29 No. 6, pp. 27-34. https://doi.org/10.1108/10878570110411358

Publisher

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MCB UP Ltd

Copyright © 2001, MCB UP Limited

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