Listening to Customers
I joined a large consumer goods market research company as Vice President of Client Services (Sales), replacing a highly respected executive who had led the sales organization for more than twenty-five years. He was understandably surprised that he was being replaced, but that is a story for another day. For more than fifty years, the company had been the undisputed leader in its industry. It enjoyed an enviable reputation, a loyal customer base, and dominant market share. But dominance can create complacency. A fast-growing start-up entered the market with superior technology, faster delivery of customized research, and significantly lower prices. Customers quickly...
21 July, 2026