Built Backwards: Why Companies Fail Customers

Written by Marc Diouane, President of Zuora

Why are so many large companies so inefficient when it comes to delivering a great customer experience? Because most of them are built backwards.

The golden era of post-war corporate dominance was enabled by a relatively passive consumer base. But today’s buyers have changed. Consumers now have the ability to price, critique and purchase anytime, anywhere. They increasingly value access, not ownership.

Enterprises need to re-organize themselves to reflect those changes. Read on to find out more about the systemic changes needed to instill customer insight into the framework of your company!

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