Reorganize for Resilience Putting Customers at the Center of Your Business

ISBN-10: 1422117219

ISBN-13: 9781422117217

Edition: 2010

Authors: Ranjay Gulati

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According to Gulati, managers have figured out what consumers want and what they should offer, but they are only now appreciating the huge institutional barriers that prevent them from delivering. This book provides a process by which companies can overcome the obstacles to implement marketing strategies.
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Book details

List price: $38.00
Copyright year: 2010
Publisher: Harvard Business Review Press
Publication date: 1/4/2010
Binding: Hardcover
Pages: 288
Size: 6.50" wide x 9.25" long x 1.25" tall
Weight: 1.100
Language: English

Dr. Gulati is Jaime and Josefina Chua Tiampo Professor at the Harvard Business School. An expert on leadership, strategy, and organizational issues in firms today, his recent work explores leadership and strategic challenges for building high growth organizations in turbulent markets. Prior work has focused on the enablers and implications of within-firm and inter-firm collaboration. Dr. Gulati has examined both when and how firms should leverage greater connectivity within and across their boundaries to enhance performance. Dr. Gulati teaches courses in Harvard Business School's MBA, AMP, and Executive Education programs. He has directed several executive programs on such topics as Building and Leading Customer Centric Organizations, Managing Customer Relationships, Managing Strategic Alliances, Mergers & Acquisitions, and Sustaining Competitive Advantage in Turbulent Markets. He is also active in custom executive education. He has received a number of awards for his teaching including the Best Professor Award for his teaching in the MBA and executive MBA programs at the Kellogg School, where he was on the faculty prior to coming to Harvard. He is also a frequent guest on CNBC and has been a panelist for series on the Business of Innovation, Collaboration, and Leadership Vision. Dr. Gulati holds a Ph.D. from Harvard University, a Master's Degree in Management from M.I.T.'s Sloan School of Management, and two Bachelor's Degrees in Computer Science and Economics from Washington State University and St. Stephens College, New Delhi, respectively. He lives in Newton, Massachusetts with his wife Anuradha and their two children, Varoun and Shivani.

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
About the Author
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