Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process / Edition 1by Jay R. Galbraith
Pub. Date: 04/08/2005
Studies have proved that sales to existing customers are more profitable than sales to new customers. Today's business leaders are recognizing that the new foundation for profitability is establishing loyal, long-term customer relationships. If industries are to thrive in the 21st century, they must have the ability to do business based on what the customer wants.… See more details below
Studies have proved that sales to existing customers are more profitable than sales to new customers. Today's business leaders are recognizing that the new foundation for profitability is establishing loyal, long-term customer relationships. If industries are to thrive in the 21st century, they must have the ability to do business based on what the customer wants.
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 islight-level, medium-level, complete-level, or high-leveland 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.
Designing the Customer-Centric Organization is based on a three-year research study with McKinsey Organization Design Practice. Jay Galbraith studied fifteen companies that managed organizational complexity around customer demands. The book is filled with illustrative case studies from a variety of these successful organizationsIBM, Nokia Networks, Procter & Gamble, Citibankthat have made the transition to corporate reinvention and putting the customer first.
Table of Contents
1. Surviving the Customer Revolution.
The Status Quo Has to Go.
The Customer-Centric Imperative.
The Rise of the Customer Dimension.
Strategy and Organization Model.
2. Customer-Centricity: How Much Is Enough?
Customer Relationship Strategies.
The Strategy Locator.
Creating a Lateral Networking Capability.
3. Light-Level Application.
Degussa Automotive Catalysts Division.
Learnings and Salient Features.
4. Medium-Level Application.
The Global Investment Bank Case.
Lessons from IBank.
5. Complete-Level Application.
Complex Solutions and Customer-Centric Organizations.
6. Alternate High-Level Solutions Companies.
Procter & Gamble.
The Capability That Citibank Built.
How to Manage the Change Process.
7. Designing a Customer-Centric Organization.
The Semiconductor Company.
Learnings and Salient Points.
8. Leading Through Management Processes.
Leading Strategic Change.
Portfolio Planning and Solutions Development.
Opportunity Management Process.
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