• How is it possible for individuals and organizations to fail to focus on customers?
• [Remember that customers can be external – customers in the ordinary sense of the word – and internal, e.g., other departments are the customers of the corporate IT department.] Some functions can have both internal and external customers (e.g., marketing). What are the similarities and the differences between serving internal and external customers. Describe customer focus strategies – internal or external – from you own experience.
