Robert S Kaplan


Consistent alignment of capabilities and internal processes with the customer value proposition is the core of any strategy execution.

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We love Kaplan at StrategyPal, but sometimes he needs translating. Here, he's basically just saying that everything you do in-house to design, develop, produce and distribute your goods or services must be predicated on one question: 'What's in it for the customer?' Keep the answer to that question at the forefront of your operations, and you'll keep the customer much more than satisfied.

Michael Byrnes, StrategyPal founder

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