What Serves the Customer Best?
By: Nunes, Paul F., Driggs, Woodruff W., Harman, David, Rayport, Jeffrey F., Dull, Stephen, Scafido, Joe,
Harvard Business Review,
October 2006, Vol. 84, Issue 10
Glenmeadie is investing heavily in the front end of its business, enhancing its interactions with customers. But that's drawing resources away from the product innovation that might keep them happy in the long run