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Reorganize for resilience : putting customers at the center of your business / Ranjay Gulati
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Edited by Harvard Business Press. Boston, Mass. - 2009
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.
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