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In general it is a bad idea to commit you and your company on the spot to something that has not been planned and resourced, because in the long run you and your companies’ reputation is at stake if you have to go back on your commitment. Therefore I would suggest to be honest and commit to getting back to the customer in a reasonable timeframe with more detailed information. Agnes could also try to tie this customer by asking whether he would be interested in co-creation of the next round of innovation, especially as this is such a loyal and important customer. This could prevent the customer from moving to the competition, because in a co-creation environment he probably would get a product even better suited for his specific needs. Stef Heylen, COO Janssen R&D, Belgium
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