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Home > Business & Economics > Business General & Other > Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process
Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process
by Galbraith, Jay R.
 
 
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Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process
"Designing the Customer-Centric Organization offers today'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. 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. 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.


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Title of ebook: Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process
ISBN: 9780787979584
parent-ISBN: 9780787979195
Publisher: Jossey-Bass
Internet download file size: 1382 kb
Pages: 208
Published: 04-2005
Released online for download: 04-29-2005
Author of eBook: Galbraith, Jay R.
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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



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