Why Bother Thinking About Being Customer Focussed?

What does customer focussed or customer-centric business mean? Firstly, let’s take a look at how customers attribute profit to a business; research has shown that many businesses operate according the 20: 80 rule (Angel customers and Demon customers by Larry Selden & Geoffrey Colvin). 20% of a business’s customer base generates 80% of its profits. [...]