Every business requires an infrastructure to support its customers and operations. This includes facilities, equipment, and processes to support all the functional areas of your business. Choosing the correct infrastructure to match your business strategies enables your operations to run efficiently. Conversely, if an element of your infrastructure is out of sync with your strategies, you will likely feel the pain in every aspect of your business.
Here’s an example. If your value proposition is to provide the highest level of customer service for premium products, then your infrastructure should include processes to deliver quick and responsive service, including live chat, self-service...