Customer collaboration without fear.(Living The Paradox)

A new study from consulting firm Deloitte finds that the vast majority of manufacturers say they are more customer-centric than their competitors, but few back that up with customer-centric practices. Building off a benchmark survey of more than 700 manufacturers, the firm looked closely at this "customer collaboration paradox." MSI talked to Doug Engel, U.S. manufacturing-practice leader for Deloitte, about operational practices and strategies that combat the paradox.

MSI: What is surprising about the customer collaboration paradox?

Engel: Our research found that managers at more than 90 percent of companies believe they are equally or more customer-centric than their competitors. But of course, not everyone can be more customer-centric than the...

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