Research Catalog

Title

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

Author

Gulati, Ranjay.

Publication

Boston, Mass. : Harvard Business Press, ©2009.

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Details

Description

270 pages : illustrations; 24 cm

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.

Alternative Title

(Re)(organize) for resilience

Subject

• Customer services
• Customer relations
• Organizational change
• Kundenorientierung
• Organisationswandel
• Unternehmen
• Försäljningsorganisation
• Kundrelationer

Note

• Copyright Harvard Business School Publishing Corporation.

Bibliography (note)

• Includes bibliographical references (pages 241-251) and index.

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.

Call Number

JBE 17-811

ISBN

• 9781422117217
• 1422117219

LCCN

2009033706

OCLC

424561469

Author

Gulati, Ranjay.

Title

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

Imprint

Boston, Mass. : Harvard Business Press, ©2009.

Type of Content

text

Type of Medium

unmediated

Type of Carrier

volume

Bibliography

Includes bibliographical references (pages 241-251) and index.

Connect to:

Table of contents

Spine Title

(Re)(organize) for resilience

Research Call Number

JBE 17-811