Too often customers are overlooked when two companies merge when, in reality, they should be the focal point of any new business strategy moving forward. Instead, companies focus on their balance sheets and bottom lines while customers are rendered interchangeable possessions.
In a recent Forbes article, “Why Mergers Kill Customer Value,” Christine Crandell of New Business Strategies reflected on the importance of customers as the ultimate value proposition in the context of a merger. Yet when mergers occur, Crandell noted....