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9781422117217

Reorganize for Resilience

by
  • ISBN13:

    9781422117217

  • ISBN10:

    1422117219

  • Format: Hardcover
  • Copyright: 2010-01-04
  • Publisher: Harvard Business School Pr
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Summary

There are over three million commercial websites and at least 25 books extolling the virtues of customer centricity in phrases ranging from "customer-centered brand management" to "customer centered Six Sigma." You name it, somebody's labeled it "customer-centered." Many companies these days claim to be "close to customers" and "customer driven.

Author Biography

Ranjay Gulati is the Jaime and Josefina Chua Tiampo Professor of Business Administration at the Harvard Business School.

Table of Contents

Introduction: Resilience in Turbulent Markets: From Inside-out to Outside-inp. 1
Building a Resilient Organization: The Process and the Tools for Systemic Integrationp. 15
Lever 1: Coordination: Aligning Activities and Information Around the Customer Axisp. 41
Lever 2: Cooperation: Ensuring Attitudes and Behaviors Are Customer Focusedp. 67
Lever 3: Clout: Empowering Customer Championsp. 101
Lever 4: Capabilities: Developing the Skills to Cope with Changing Customer Needsp. 127
Lever 5: Connections: Forging External Links to Stay Focused and Agilep. 153
Conclusion: Road to Greater Customer Centricity: Mapping the Journey to Greater Resiliencep. 195
Notesp. 219
Bibliographyp. 241
Acknowledgmentsp. 253
Indexp. 255
About the Authorp. 269
Table of Contents provided by Ingram. All Rights Reserved.

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