Cutter Consortium :: The Customer Is Not Always Right

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The Customer Is Not Always Right

by Pamela Hollington

I once met James Harrington, who was "Mr. Reengineering" at Ernst & Young. We were talking at lunch after hearing a presentation he delivered. One of my colleagues at the table used the now-familiar phrase, "the customer is always right." Mr. Harrington had a different view on this -- one that has proven true time and again.

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The Customer Is Not Always Right 24 November 1999

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Cutter Consortium, founded in 1986, is a global IT advisory firm helping organizations forge solutions to the business technology challenges they face. Through its research, consulting, and training, Cutter assists enterprises as they create, implement, and maintain IT systems and organizations that support business objectives and encourage innovation. Cutter pushes the thinking in the field by fostering debate and collaboration between thought leaders from different domains, countries, and disciplines. As a completely independent entity that has no special ties to vendors, Cutter Consortium is beholden to no one and dedicated to providing completely objective, unbiased information to its clients. Cutter Consortium gives you access to the top thinkers in IT.

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