Reorganize for Resilience

There are over three million commercial websites and at least 25 books extolling the virtues of customer centricity in phrases ranging from "customer-centered brand management" to "customer centered Six Sigma." You name it, somebody's labeled it "customer-centered." Many companies these days claim to be "close to customers" and "customer driven.

Ranjay Gulati is the Jaime and Josefina Chua Tiampo Professor of Business Administration at the Harvard Business School.

Introduction: Resilience in Turbulent Markets: From Inside-out to Outside-in	p. 1
Building a Resilient Organization: The Process and the Tools for Systemic Integration	p. 15
Lever 1: Coordination: Aligning Activities and Information Around the Customer Axis	p. 41
Lever 2: Cooperation: Ensuring Attitudes and Behaviors Are Customer Focused	p. 67
Lever 3: Clout: Empowering Customer Champions	p. 101
Lever 4: Capabilities: Developing the Skills to Cope with Changing Customer Needs	p. 127
Lever 5: Connections: Forging External Links to Stay Focused and Agile	p. 153
Conclusion: Road to Greater Customer Centricity: Mapping the Journey to Greater Resilience	p. 195
Notes	p. 219
Bibliography	p. 241
Acknowledgments	p. 253
Index	p. 255
About the Author	p. 269
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Reorganize for Resilience

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Table of Contents

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