Who Moved My Customers?: An Organisational Parable on Seeing Beyond the Surface and Unlocking True Value

Are your customers vanishing, yet your metrics claim everything’s “normal”? Are you diligently searching for answers under the familiar glow of your “Streetlight”—your existing KPIs and conventional wisdom—only to find that your market share is shrinking and your growth efforts are yielding less?

In today’s complex business landscape, relying on what is easily visible is like looking for your keys only where the lamppost shines brightest, ignoring where they were truly lost. In Who Moved My Customers?, Morten J. Sørensen, a seasoned expert in organizational diagnostics and verifiable value creation, unveils a groundbreaking perspective that will transform how you “see” your business and your customers.

Through an insightful organizational parable, you’ll join Steady Eddie, Reactive Rita, Anxious Alex, and Curious Clara on a journey through the “Marketplace Maze” as their once-thriving “Customer Grove” begins to mysteriously fade. Their struggle mirrors the real-world challenges faced by global leaders, executives, and private equity partners, who are grappling not only with market shifts and hidden inefficiencies but also with deep-seated internal resistance to change and the elusive “customer’s gut feeling” that defines an organization’s true alpha.

Beyond the Streetlight: What You’ll Discover Inside

• The “Streetlight Effect” Exposed: Understand why focusing solely on easily measured KPIs creates an “Illusion of Health” and masks critical, underlying problems that benefit from the status quo.
• The Organisational CT Scan: Learn a revolutionary diagnostic mindset and methodology – The SØRENSEN Framework – to systematically illuminate the “Opaque Black Box” of your operations and uncover the unseen realities and internal dysfunctions shaping your customers’ experiences.
• Measure the Unseen (AES & AEC): Discover how to quantify the true monetary impact of hidden friction, internal disconnects, and subtle market signals. Learn to transform intangible “gut feelings” into verifiable data points (your Asset Efficiency Score) and gain irrefutable proof of long-term value creation (your Asset Efficiency Certification), differentiating genuine skill from market luck.
• Overcome Internal Inertia: Move beyond reactive fixes to identify and address the root causes of organizational liability and value erosion, even when confronting entrenched habits and internal resistance. Discover how transforming simple issues can unlock billions, as seen in case stories shared that have cost companies €1.5 billion and €156 million.
• Cultivate True Value: Implement principles of revolutionary transparency and accountability to build resilient, customer-centric organizations that not only recover lost value but unlock extraordinary, untapped and unseen potential.

This Book Is For You If:

You’re a business leader, an entrepreneur, a Private Equity professional, an executive, or an investor curious and questioning superficial solutions and ready to embrace a new standard of diagnostic rigor and organizational alpha. If you dare to question assumptions and seek the verifiable truth behind your operations and internal feedback—even the uncomfortable ones—Who Moved My Customers? is your essential guide to seeing beyond the surface and unlocking genuine, sustainable growth.

Stop operating in the dark. It’s time to illuminate your unseen, understand your true operational health, and reclaim your organizational growth with clarity and confidence.