"The problem with our organisation is that we have our face to the boss and our backside to the customer!" This statement – quoted recently by the CEO of a major manufacturing corporation – expresses the frustration many managers have felt in their efforts to realise their vision of truly customer-driven operations. At the invitation of Arthur D. Little, executives representing the "Best-of-the-Best" companies in customer management met earlier this year to discuss their vision of the future customer-driven company, as well as the challenges that lie in the path toward that ideal.