Newsroom: Industry News
Meeting customers’ expectations for personalization and customization requires flexibility. And such flexibility can provide a distinct competitive advantage — as long as costs aren’t spiraling out of control. A study of nearly 250 manufacturers over a 10-year period (2005–2015), found that 78 percent of firms had improved their ability to fill their total actual market demand but had lost control over costs. Apparently, chasing the often elusive customer came at a cost that many boards and shareholders had somehow overlooked (or had discreetly discounted).