Reorganize for resilience : putting customers at the center of your business / Ranjay Gulati.

Format:

Book

Author/Creator:

Gulati, Ranjay, author.

Language:

English

Subjects (All):

Customer services.

Customer relations.

Organizational change.

Physical Description:

1 online resource (270 p. ) ill. ;

Place of Publication:

Boston, Massachusetts : Harvard Business Review Press, 2009.

Language Note:

English

Summary:

"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 offerings on customers, these firms work from the outside in: identifying current and potential customer problems and then providing seamless, integrated products and services that address them." "Based on more than a decade of research in a variety of industries, this implementation focused guide shows how resilient companies break down internal barriers that impede action, build bridges across divisions, and create a network of collaborators. Using examples from companies including Cisco Systems, Lafarge, Starbucks, Best Buy, and Jones Lang LaSalle, Gulati describes the five key levers that together help create a resilient organization: coordination, cooperation, clout, capability, and connection."--Jacket.

Contents:

Introduction : resilience in turbulent markets : from inside-out to outside-in

Building a resilient organization : the process and the tools for systemic integration

Lever 1 : coordination : aligning activities and information around the customer axis

Lever 2 : cooperation : ensuring attitudes and behaviors are customer focused

Lever 3 : clout : empowering customer champions

Lever 4 : capabilities : developing the skills to cope with changing customer needs

Lever 5 : connections : forging external links to stay focused and agile

Conclusion : road to greater customer centricity : mapping the journey to greater resilience.

Notes:

Bibliographic Level Mode of Issuance: Monograph

Includes bibliographical references and index.

Description based on print version record.

ISBN:

1-4221-5618-4