Customer Review

7 of 7 people found the following review helpful
3.0 out of 5 stars Great Guidance For Senior Business Executives, May 5, 2010
This review is from: Reorganize for Resilience: Putting Customers at the Center of Your Business (Hardcover)
Harvard Professor Gulati has written an important book for senior executives seeking to transform their organizations towards a more customer-centric model.

The book is deeply researched and Prof. Gulati has provided a framework and examples of how others have managed the long-road from internal-focused management practices to customer-centric ones. Five levers are defined in the model, each starting with the letter C, that, when pursued in order over an extended period of time ( 3 to 5+ years), can guide corporate transition. The five levers are: Coordination, Cooperation, Clout, Capabilities, and Connections. Implemented together they equal Customer Centricity.

Because there is no single path to overcome and redefine entrenched cultural resistance to the creation of a resilient organization, the reader has to consider the examples given and determine how and if they may be beneficial in the context of their own organization. Because of the abstract nature of considering concrete examples and transposing them to the reader's own context, I found this book very difficult to get through, even though it's just over 200 pages long.

This book is best suited for senior executives who are actively committed to a market-focused business strategy and are actively engaged in the long-term effort to align structure, processes, procedures, and cultural elements to enhance business vitality and resilience. If that's the position you are in, this book is likely an invaluable resource to shape the journey.

If you don't need that much detail, seek out his HBR articles.
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Location: Ontario, Canada

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