Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process
| Author | : | |
| Rating | : | 4.87 (521 Votes) |
| Asin | : | 0787979198 |
| Format Type | : | paperback |
| Number of Pages | : | 208 Pages |
| Publish Date | : | 2015-05-23 |
| Language | : | English |
DESCRIPTION:
It's all in the first 25 pages! David Laws I was very excited when I came across this particular book. This was exactly the right book - looking at the title - coming at the right moment for me. I could use it to help me work through a current problem!Maybe my expectations were too high, but I dived into it with a passion. The introduction was insightful and right on target. This is terrific! Chapter 1; Surviving t. COMPREHENSIVE, IN-DEPTH, THOUGHTFUL BOOK! Yvette Borcia and Gerry Stern In contrast to product-centric, a customer-centric firm must be organized around the customer. This means going further than "customer focused" initiatives. This comprehensive, in-depth and thoughtful book begins by exploring the structures and philosophy involved in being customer-centric. Galbraith then details the different types of customer relationship strategies, fol. B2B only radu topliceanu extremely interesting topic for me - everybody is claiming that being customer centric will make the difference in the near future. so i dived into the book with high expectations - some of them fulfilled. unfortunately - for a B2C professional - the book is very much oriented into B2B. as a result, even tough i retained some ideas as food for thought, i am still looking f
The result is an excellent practical road map for organizations trying to develop customer-centric solutions." --Israel Makov, president and CEO, Teva Pharmaceutical Industries Ltd. A landmark book." --Peter Lorange, president, International Institute for Management Development, Lausanne, Switzerland. "Jay Galbraith has once again tackled a complex subject and made it not only clear but deeply engaging for his readers. Kleisterlee, president and CEO, Royal Philips Electronics"Galbraith provides an excellent framework for navigating through the complex organization decisions and process required to successfully lead an enterprise from product to customer centricity." --Vincent Roche, vice president, Global Sales, Analog De
Written by Jay Galbraith (the foremost expert in the field of organizational design), this important book includes a tool that will help determine how customer-centric an organization is- light-level, medium-level, complete-level, or high-level- and it shows how to ascertain the appropriate level for a particular institution. Designing the Customer-Centric Organization offers todayâ??s business leaders a comprehensive customer-centric organizational model that clearly shows how to put in place an infrastructure that is organized around the demands of the customer. Once the groundwork has been established, the author offers guidance for the process of implementing a customer-centric system throughout an organization. Designing the Customer-Centric Organization includes vital information about structure, management processes, reward and management systems, and people practices.