Summary of Reorganize for Resilience
Putting Customers at the Center of Your Business
Copyright 2009 Harvard Business School Publishing Corporation
Summarized by permission of Harvard Business Review Press
“Resilient” businesses jettison any and all obstacles to solving customer problems.
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
- How to use “five levers” to make that transition, open silos, embrace clients and build resilience
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