Reorganize for Resilience: Putting Customers at the Center of Your Business

Ranjay Gulati

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Customer Service Quality and Loyalty Business Strategies and Innovation Organizational Management and Leadership

Abstract

Contents Introduction How Resilient is Your Organization? The Key is Customer Centricity Chapter One Building a Resilient Organization The Process and the Tools for Systemic Integration Chapter Two Lever 1: Coordination Aligning Activities and Information Around the Customer Axis Chapter 3 Lever 2: Cooperation Ensuring Attitudes and Behaviors Are Customer-Focused Chapter Four Lever 3: Clout Empowering Customer Champions Chapter Five Lever 4: Capabilities Developing the Skills to Cope with Changing Customer Needs Chapter Six Lever 5: Connections Forging External Links to Stay Strong and Flexible Conclusion Toward Greater Customer Centricity Using the five levers to increase your resilience

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