ABSTRACT
The key success factor (KSF) is a tool used to understand customers’ needs and at the same time reflect on the resources and competencies necessary to satisfy these needs. For the simple reason that a firm is almost never alone in the market, how the main competitors regard these resources and competencies in relation to the focal company is of fundamental importance. The tool allows people to think strategically about clients and competitors and helps the firm to focus on what really matters in the market.
