Designing the Customer-Centric Organization
Chapter One
SURVIVING THE CUSTOMER
REVOLUTION
In this chapter you will learn:
That being customer-centric means literally organizing around
the customer.
The complete definition of organization (it's more than just
structure).
The definition of a customer-centric organization and its
contrast to a product-centric organization.
How your organization compares to a complete customer-centric
design.
How customer-centric your organization really is.
For better or worse, one fact has become increasingly clear over the
past ten years: the marketplace is customer driven. The days of customers
chanting, "We'll take what you offer," have been replaced
with an expectant, "Give us what we'd like, with a side order of
customization."
The power in the buyer-seller interaction has been moving systematically
to the buyer. In many industries, global competition and
i ... read full excerpt from Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process ebook
