viii) What Matters To Customers

Change should be linked with what matters to the customers, and what they are willing to pay for. It is about working through, around and over whatever gets in the way of getting the right products and services to customers faster and better than competitors. Ultimately, the customer determines your success or failure

. Maximise ownership and a feeling of control of the change by participants affected by the change

. Change is hard work: it is like having 2 jobs (one is getting the organisation through today and the other getting the organisation into tomorrow), and sometimes it does not work the first time.


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