Is the customer always right?

17 October 2008

Blog pic By Jake Kanter

In the latest issue of SM I interviewed Clemens Guenther, director, corporate procurement UK and Ireland for DHL. It was clear when I was speaking to him for 'The way to the top', that the German-born purchaser had a strong sense of service.

Almost everything he described was in relation to the internal customer and how his team could drive the right results for the people that mattered. As he suggests: "Procurement is nothing without the customer".

In contrast, René Carayol business speaker and author believes that buyers should drop the term customer. Addressing delegates at last week's CIPS Premier Conference, he said the word creates a distinction, which distances procurement from the rest of the business.

Which approach do you think is the best?

Do you think that Carayol makes a good point?

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