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Customer Fust comes in to picture when organization has to decide on action where customer is a stake holder....What customer needs become first priority in those situations and our strategy/decisions should align with customer.
It does not mean that, our business decisions should align with customer, keeping customer on top.
Org charts are to demonstrate who leads the business and how functions are aligned. Organizations are there to make profit and customers are the enablers of our business destiny. They are not the destiny.
