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

by Gulati, Ranjay.
Published by : Harvard Business Press, (Boston, Mass. :) Physical details: 270 p. : ill. ; 24 cm. ISBN: 1422117219 Subject(s): Customer services. | Customer relations. | Organizational change. Year: 2009
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Item type Location Call Number Status Notes Date Due
Book Book AUM Main Library 658.812 G971 (Browse Shelf) Available JBC/2011/10695
Book Book AUM Main Library 658.812 G971 (Browse Shelf) Available JBC/2011/10695

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.

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