Nothing but Change

Beginning with this issue, we take a closer look at change from a service provider’s unique perspective. Why now? Well, because we think the present financial and economic times are so dramatically different from anything we’ve experienced before. The change they bring to service organizations will be significant. In this issue, Doug Morse inaugurates his new column on change. To be frank, we started discussing the idea behind this column with Doug long before the current meltdown got underway. When you read his words, you’re likely to agree with me that this applies in good, bad or ugly times. The customer is the ultimate driving force behind change.