Why top managements must change their fundamental assumptions

Abstract

Purpose

Despite today’s profusion of customer-centric rhetoric, most business people still believe that the primary purpose of business is profits. But the most resilient and sustainably successful firms consistently select one primary purpose: enrich the lives of their customers. 10;

Design\methodology\approach

The article maps how the most valuable and fastest growing firms are paving the way for an era of customer-driven capitalism.

Findings

In the current digital age, an obsession with delivering value to customers is proving to be the key driving force for success.

Practical\implications

The goal of customer-value primacy is not a threat to other stakeholders.

Originality\value

Customer-driven leadership is a hallmark of successful management in the current context. Top management must institute and continuously support a value creation process that works backwards from the future. 10;

Citation

Denning, S. (2022), "Why top managements must change their fundamental assumptions", Strategy & Leadership, Vol. 50 No. 1, pp. 3-8. https://doi.org/10.1108/SL-11-2021-0122