Includes bibliographical references and index.

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.