Sunday, June 24, 2012

Pay attention to your customers

At the RAMIRI training I followed in Trieste this week, one sentence particularly resonated with me. It was by Kimo Koski (CSC Finland) who was remarking that it takes effort to keep an organization customer focused as it grows.
Starting at about 100 people an organization can keep it self fully busy without ever serving a customer.
While I was working for Bruker AXS, our Sales director Paul Ulrich Pennartz used to say something related sometimes when he was in a cynical mood:
Without those pesky customers we would finally be able to concentrate on our work.
 If you've ever wondered why small companies are more responsive than large ones, I think these two people summarize the cause quite well. 

(Note: both quotes were reproduced in essence, this is not literally what they said)

2 comments:

  1. I like the 2 quotes - and I agree this is part of why a small organization can sometimes be more responsive. There is another issue that happens just as often in large and small companies. People think they know what the customer wants -- without actually asking them. I wrote a short piece detailing that http://fearnoproject.com/2009/02/27/why-doesnt-anyone-listen-to-the-customer/

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  2. Thanks for your reflection, Bruce! Your piece resonates very well with our organization's role in bioinformatics: to make communications between IT and Life Scientists possible....

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