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
industry overcapacity have given buyers more choice, and they are
learning how to use it. Electronic commerce and information transparency
have reduced seller knowledge advantages. Authors such
a ... read full excerpt from Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process ebook
