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The ethical thing to do would be to invest some money into reviewing all his business practices, contacting people not happy with the service to apologise and work to address each issue and to make decisions about what businesses to let go to properly focus on his core business (based on the...

What is required to sustain a customer focus I came across an interesting article - see below - articulating what resources/organisational enablers are required to build and sustain a customer centric PM agency...