The make or break element is in involving middle management in the change process, and empowering them to be the key change-agents. As you can see, in order to deliver outstanding service, it is essential to build a customer relationship focused culture.This can take up to two years and can involve changing the way the company operates in all aspects of service delivery.he make or break element is in involving middle management in the change process, and empowering them to be the key change-agents. As you can see, in order to deliver outstanding service, it is essential to build a customer relationship focused culture.