"Systems of Advantage"

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The article gives some fabulous insight into a true customer focused organization using innovation to provide customers with services or performance they dont even know they want or need. This impacts short term profits but they are building the type of loyalty that will ensure long term gains. There are 3 retailers in my mind that consistent go over and above for their customers which are Costco, Apple and Amazon and it is no surprise they are doing well.

SAP for example claims the same focus but when I consider the overall backlash from customers on their mobility licensing and the fact that almost all the analysts, bloggers, mentors have spoken out against it show that on this topic SAP only cares about one thing (hint not the customer)

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