I would like to comment on Mark's question. IMHO, the problem companies have is based on valuation of profit over valuation of humanity. 1) Most companies are profit-driven and managed as such, so customer-focused organizations are rare. When customers are not empowered to express their own preferences and have them be considered for decision-making within an enterprise, then customers are undervalued as stakeholders. This failure is not caused by modeling and analysis, but by the failure to trust, respect and adjust to change that is necessary when truly honoring human voice and listening to deep responses. Customers will tell you what they really want over and over. Are companies really willing to give it to them when it may send them into bankruptcy? 2) I believe companies do not celebrate individual creative expression and initiative as much as they need to ("groupthink to lowest common denominator, right?" Are all humans lazy in groups? I think not!). I believe we need to let people try to innovate on their own and serve customers they way they think is best rather than micro-managing time and resources. We can all benefit from strong doses of positive imagination when looking at strategy and planning. We could be open to working collaboratively with our competition and form a consortium instead of trying to monopolize market segments based on time, cost, and quality. Organizations trying to research social issues struggle to understand deeply human issues which could be resolved quickly by dreaming up what we really want to have instead of trying to fix what is broken. This applies to customers because if we simply gave every one of them the right to choose what they want up front and change whenever they wish, then we never have to guess what it is they truly want. I am raising funds for a social community I want to build on Lithium. With your support and sharing I would like to keep contributing to discussions like these.
... View more