A few weeks back, the Wall Street Journal quoted new Yahoo! CEO Scott Thompson, who in a recent meeting with a group of agency executives said that when building customer relationships he preferred not dealing with "intermediaries" (like the group he was meeting with) and instead wanted to be "as close to the customer as possible." The author expects many agency people bristle at the thought of someone like Thompson telling them to "get out of the way," but (for an agency person) he has a contrary opinion: He believes his point is that if you are not also reinventing yourself to help him get closer to his customers and create that value, you're in the way of success.
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