1. Do you really understand your customers?
... risk it generates is still significant, because markets are always moving and changing. It is compounded by the fact that firms have to commit sometimes enormous sums of money to R&D, productive capacity, distribution and marketing, before any cash returns are actually generated. Like the supertanker words ... consumers tell companies what they wanted. Virtually zero information flowed upwards from consumer to company. Most companies did not even have a clue who the consumers of their brands were. To fill this gaping information hole at the heart of the marketing process, companies had to...
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