Summary of Reorganize for Resilience

Putting Customers at the Center of Your Business

Harvard Business Review Press, more...

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Reorganize for Resilience book summary
“Resilient” businesses jettison any and all obstacles to solving customer problems.


9 Overall

9 Applicability

8 Innovation

8 Style


Harvard business administration professor Ranjay Gulati offers a road map for firms that are struggling in lackluster, confusing economic times. His research on how instituting “customer centricity” has helped prominent companies survive and thrive amid uncertainty will challenge executives to hitch their wagons to their clients rather than their products. Gulati explains why developing a product and figuring out how to sell it isn’t all you have to do to connect to the ever-changing needs of the most highly informed customer base in history. He teaches you to avoid other pitfalls including corporate silos, which can short-circuit a firm’s prospects, and the urge to resist collaboration with outside partners, which can mean missed opportunities. On your journey to corporate “resilience,” Gulati warns, be prepared to tangle with legacies, information hoarding, traditional career paths, external partnerships and outsourcing. Despite some jargon, getAbstract recommends this lucid book to those who want to guide their firms through turmoil and into a customer-driven future of sturdy organizational longevity.

In this summary, you will learn

  • Why “customer centricity” is crucial,
  • What four steps your firm must travel from an “inside-out” product focus to an “outside-in” customer focus, and
  • How to use “five levers” to make that transition, open silos, embrace clients and build resilience.


Why “Customer Centricity” Is Crucial
Corporate leaders who think more about their products than their customers’ needs are limiting their firms’ ability to respond to tough times. The recession made the business marketplace treacherous. Uncertain conditions mean that output, prices and...
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About the Author

An expert on leadership, strategy and organizational issues, Ranjay Gulati is a professor at Harvard Business School.

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