How are you managing in uncertain times?
New Babson Executive Education research of 1,048 executives, managers, and individual contributors shows that simply trying to maintain the status quo—by keeping existing customers with current offerings and customer service processes—won’t be enough to stay profitable. For instance, 71 percent of executives say that customers actually have grown more demanding in the past 18 months (see graphic below). “In times of uncertainty, the critical element is focus on the customer,” says Les Charm of Babson Executive Education. Charm notes that companies need to continually evaluate and refine their customer skill set.