Reorganize for Resilience: Putting Customers at the Center of Your Business

Ranjay Gulati

Physical

Available

In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies say they're "customer-focused," but they don't deliver solutions to customers' thorniest problems. Why? Because they're stymied by the rigid "silos" they're organized around. In Reorganize for Resilience, Ranjay Gulati reveals how resilient companies prosper both in good times and bad, driving growth and increasing profitability by immersing themselves in the lives of their customers. This book shows how resilient organizations cut through internal barriers that impede action, build bridges between warring divisions, and transform former competitors into collaborators.

Based on more than a decade of research in a variety of industries, and filled with examples from companies including Cisco Systems, La Farge, Starbucks, Best Buy, and Jones Lang LaSalle, Gulati exploresthe five levers of resilience:

· Coordination: Connect, eradicate, or restructure silos to enable swift responses.

· Cooperation: Foster a culture that aligns all employees around the shared goals of customer solutions.

· Clout: Redistribute power to "bridge builders" and customer champions.

· Capability: Develop employees' skills at tackling changing customer needs.

· Connection: Blend partners' offerings with yours to provide unique customer solutions.

What will you learn from this book

  1. Customer-Centric Approach: Advocates for a fundamental shift towards a customer-centric approach, where the entire organization aligns around understanding and serving customer needs.

  2. Flexibility and Adaptability: Emphasizes the need for organizational flexibility and adaptability to respond swiftly to changing market conditions and evolving customer preferences.

  3. Empowerment of Frontline Employees: Encourages empowering frontline employees to make decisions and take actions that directly benefit customers, fostering a more responsive and agile organization.

  4. Networked Structures: Proposes networked organizational structures that facilitate collaboration, communication, and quick decision-making across different departments and teams.

  5. Customer Insights and Feedback: Stresses the importance of gathering customer insights and feedback to drive innovation and improve products, services, and experiences.

  6. Organizational Alignment with Customer Goals: Urges aligning internal goals, processes, and metrics with the goals and expectations of customers to ensure better outcomes.

  7. Resilience Through Customer Relationships: Highlights the role of strong customer relationships in building organizational resilience during market turbulence or disruptions.

  8. Culture of Customer-Centricity: Fosters a culture where every employee understands the significance of customer satisfaction and contributes to delivering exceptional customer experiences.

  9. Experimentation and Learning: Encourages a culture of experimentation and continuous learning to adapt to customer needs and market dynamics.

  10. Leadership Role in Customer-Centric Transformation: Underlines the critical role of leadership in driving and championing the customer-centric transformation, setting the tone from the top.

Language English
ISBN-10 1422117219
ISBN-13 9781422117217
No of pages 288
Font Size Medium
Book Publisher Harvard Business Review Press
Published Date 19 Jan 2010

About Author

Author : Ranjay Gulati

1 Books

Related Books