Understanding the outside-in (customer-centric) approach

In an inside-out approach, one looks at the world from his/her own perspective. The customer is outside our organization and so we think about them as an external entity. This affects everything we do, and how we make models of the world. When we do process models, they start at the point where the customer knocks on our door. We don't think to model what happened before they contacted us, nor are we concerned with what they do once we deliver the product or service that they want from us. This me-centric view of the world prevents us from seeing the world through their eyes. We may do things that we see as perfectly normal and rational, but our customer might find them offensive. For example, we may batch up several orders for production, making the customer wait. To us, that makes complete sense. To the customer, they may feel that we do not value them or their business. As soon as they find someone who can offer the service on demand...