This just came up on gapingvoid:

His answer? Make the customer integral to the process, make the customer the central player in “The Flow”.

Make your customers the marketing department.

It’s a good point – if your customers are the entire reason you exist, then why don’t they exist within your organizational chart? They are not just that end part of a chain of selling, but are clearly integral to the entire development of the product/service. They are your product development department, your marketing department, your PR department, etc. So put them on your chart!