All companies must understand and respond to the needs of their customers if they are to be successful. HR professionals are ideally positioned to build that capability by bringing customer information into the firm, disseminating that information throughout the firm, and using that information as the basis for integrating and coordinating the activities of their organization.
In this video, Wayne Brockbank describes the role of HR in developing a "Customer Connectivity" capability within the organization and provides examples of HR organizations that have achieved success in this area.