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If there's a thread linking Best Buy, Staples, Walmart, and any number of other great businesses, it's this: they share a common basis for decision-making in every functional area, and that basis is not operations; it's the customer. If that sounds obvious, think again. As Walmart Chief Marketing Officer Stephen Quinn reflects, "Walmart had not been all that customer-centric, having made operations the backbone of the company. Customer data and insights gave us courage and a convincing hand in determining what was fact and what was fiction. And it drove ideas for growth."
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