Reorganize for resilience : putting customers at the center of your business
"In Reorganize for Resilience, strategy and organizational behavior expert Ranjay Gulati reveals how resilient companies prosper in both good times and bad - driving growth and increasing profitability by immersing themselves in the lives of their customers. Instead of pushing their own offerin...
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| Format: | Book |
| Language: | English |
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Boston, Mass. :
Harvard Business Press ,
c2009
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Table of Contents:
- 1. Introduction : resilience in turbulent markets : from inside-out to outside-in
- 2. Building a resilient organization : the process and the tools for systemic integration
- 3. Lever 1 : coordination : aligning activities and information around the customer axis
- 4. Lever 2 : cooperation : ensuring attitudes and behaviors are customer focused
- 5. Lever 3 : clout : empowering customer champions
- 6. Lever 4 : capabilities : developing the skills to cope with changing customer needs
- 7. Lever 5 : connections : forging external links to stay focused and agile
- 8. Conclusion : road to greater customer centricity : mapping the journey to greater resilience