The heyday of reengineering. This era brings about focus on operations. Who are the desired customers and toward what discipline should the company direct its energy and abilities. The focus narrows to become a market leader. The shift to customer intimacy.
Customers continue to raise their expectations and requirements.
Customers now want superior results from superior products. Focusing on customer intimacy is the answer for companies wanting to satisfy their customers ever-changing needs. Companies such as Home Depot, USAA and British Airways have all seen the way of the future and have devised strategies to succeed in becoming the indispensable customer intimate solution provider. There are other options to try today to meet the needs of customers. However, these are ultimately not successful or end up being partial solutions that seem to work, but only do so for the immediate problem or situation.