Support is where brands are won and lost
Another good article from Gerry McGovern. This time he offers advice on the topic of the moment -- brands and the support economy. Here's the essence of his article: "Products are becoming more and more the same, made from the same parts, doing the same things. What will give organizations of the future a competitive advantage is the set of relationships they have established. Organizations that outsource their support are outsourcing their customer relationships and outsourcing their brands."Permalink | Monday, July 26, 2004
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