Customer-Worship Management (CWM)
(Client Relations / Business Strategy)
A managerial approach where customer requests and preferences dictate all company decisions, even at the expense of strategic goals. Organizations following CWM lack a clear vision and instead act as reactive implementers of client whims.
Examples from practice
A company that customizes products for every individual client, creating logistical nightmares; a CEO who alters corporate direction based on the latest customer survey.
Advantages
Ensures high customer satisfaction (in the short term); generates a perception of attentiveness.
Disadvantages
Leads to inconsistent strategy; creates excessive operational complexity; makes the company vulnerable to demanding clients.