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.
OBNB doesn't sell books, but you may be able to find a copy at one of these websites:
Reorganize for resilience : putting customers at the center of your business by Ranjay Gulati. ISBN 9781422117217. Published by Harvard Business in 2009. Publication and catalogue information, links to buy online and reader comments.
