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Sense and Respond: How Successful Organizations Listen to Customers and Create New Products Continuously Hardcover – February 7, 2017

by Jeff Gothelf (Author), Josh Seiden (Author)

15 customer reviews

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The End of Assembly Line Management

We’re in the midst of a revolution. Quantum leaps in technology are enabling organizations to observe and measure people’s behavior in real time, communicate internally at extraordinary speed, and innovate continuously. These new, software-driven technologies are transforming the way companies interact with their customers, employees, and other stakeholders.

This is no mere tech issue. The transformation requires a complete rethinking of the way we organize and manage work. And, as software becomes ever more integrated into every product and service, making this big shift is quickly becoming the key operational challenge for businesses of all kinds. We need a management model that doesn’t merely account for, but actually embraces, continuous change. Yet the truth is, most organizations continue to rely on outmoded, industrial-era operational models. They structure their teams, manage their people, and evolve their organizational cultures the way they always have.

Now, organizations are emerging, and thriving, based on their capacity to sense and respond instantly to customer and employee behaviors. In Sense and Respond, Jeff Gothelf and Josh Seiden, leading tech experts and founders of the global Lean UX movement, vividly show how these companies operate, highlighting the new mindset and skills needed to lead and manage them—and to continuously innovate within them.

In illuminating and instructive business examples, you’ll see organizations with distinctively new operating principles: shifting from managing outputs to what the authors call “outcome-focused management”; forming self-guided teams that can read and react to a fast-changing environment; creating a learning-all-the-time culture that can understand and respond to new customer behaviors and the data they generate; and finally, developing in everyone at the company the new universal skills of customer listening, assessment, and response.

This engaging and practical book provides the crucial new operational and management model to help you and your organization win in a world of continuous change.

Sense and Respond: How Successful Organizations Listen to Customers and Create New Products Continuously

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Editorial Reviews

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ADVANCE PRAISE for Sense and Respond:

Eric Ries, author, The Lean Startup—
“The authors’ ideas—from the continuous two-way conversation we should be having with customers to the concept of ‘learning forward’ in order to forge ahead despite uncertainty—provide a crucial framework for the modern world of business. With fascinating case studies and practical advice, Sense and Respond shows how to take the structures and methods of software companies and apply them to organizations of all kinds and sizes.”

Rita Gunther McGrath, Professor of Management, Columbia Business School; author, The End of Competitive Advantage—
“Gothelf and Seiden starkly highlight that our twentieth-century management systems and practices simply cannot function in a world of constant change. In this insightful and practical book, they provide crucial principles and techniques for becoming a ‘sense and respond’ organization.”

Noelle Eder, Executive Vice President, Card Customer Experience and Operations, Capital One—
“Sense and Respond offers compelling, real-world examples and practical advice on what I’ve seen firsthand: how implementing agile practices and fully embracing a test-and-learn approach to innovation can drive results and create new opportunities—regardless of the industry you work in.”

Alan Cooper, Software Alchemist; coauthor, About Face: The Essentials of Interaction Design—
“The significant challenge of the digital age isn’t technology or design or agile methods. Rather it is understanding how to integrate these things into commerce. This demands approaches to organization and leadership that are qualitatively different from conventional ones. Gothelf and Seiden lay out a clear-sighted blueprint for success.”

Greg Petroff, Chief Experience Officer, GE Digital—
“Sense and Respond vividly illustrates a new world, where products get built dramatically differently and faster than in the past. Gothelf and Seiden show how companies that learn to sense, understand, and respond to customers in real time can leverage this new world to deliver breakout products of their own.”

Nick Rockwell, Chief Technology Officer, New York Times—
“Gothelf and Seiden translate and transport the essence of agile thinking from software development into the heart of the business. Their message is timely, as most companies are missing the boat on what is truly important about agile. Sense and Respond provides exactly the guidance we need to get back on the right path.”

About the Author

Jeff Gothelf is a lean-thinking and design evangelist, spreading the gospel of great team collaboration, product innovation, and evidence-based decision making. He is an author, speaker, and thought leader on the future of product development and design, often teaching workshops or giving talks on building cultures that support teamwork and innovation. Earlier in his career, Jeff led the UX design teams at TheLadders and Web Trends. He also worked with and led small teams of software designers at AOL. Find Jeff Gothelf at: jeffgothelf.com/blog/#sthash.u778LREd.dpbs, jeffgothelf.com/blog/about/#sthash.QeHExuty.dpbs, and linkedin.com/in/gothelf, and follow on Twitter @jboogie.

Josh Seiden is a designer, consultant, and coach who helps companies create new digital products and services. In his 25-year career he’s worked with start-ups, large organizations, and enterprises of all sizes, whether in Silicon Valley or on Wall Street. He is a founder and past President of the Interaction Design Association. Find Josh at: joshuaseiden.com, joshuaseiden.com/blog/portfolio/, and linkedin.com/in/jseiden, and follow on Twitter @jseiden.

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Product details

Hardcover: 256 pages
Publisher: Harvard Business Review Press (February 7, 2017)
Language: English
ISBN-10: 1633691888
ISBN-13: 978-1633691889
Product Dimensions: 6.1 x 1.1 x 9.3 inches
Shipping Weight: 15.2 ounces (View shipping rates and policies)
Average Customer Review: 5.0 out of 5 stars See all reviews (15 customer reviews)
Amazon Best Sellers Rank: #61,245 in Books (See Top 100 in Books)
- #89 in Books > Business & Money > Marketing & Sales > Customer Service
- #102 in Books > Business & Money > Management & Leadership > Strategy & Competition
- #242 in Books > Business & Money > Processes & Infrastructure > Strategic Planning

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Top Customer Reviews

This is a great book. In the world of Lean Startup and ...

ByJanet J Bumpason April 4, 2017

Format: Kindle EditionVerified Purchase

This is a great book. In the world of Lean Startup and Agile, there are many books about how to run one small project to build a product based on customer feedback. What is rare is to figure out how to do this at scale - getting an entire organization to learn at scale and develop products and services based on customer feedback. This book provides a great guide for how to do this, all based on real-world experience. Required reading for anyone who wants to run a learning organization at scale.

0Comment One person found this helpful. Was this review helpful to you?YesNo

I’m sucking in Sense & Respond like a dehydrated dude sucks in water at an oasis ...

ByPeter B Andersonon May 1, 2017

Format: HardcoverVerified Purchase

I’m sucking in Sense & Respond like a dehydrated dude sucks in water at an oasis in the desert. As I finish up Part 1 you guys have perfectly summarized the issues I’m facing on a day-to-day basis in corporate america. Cheers!

0Comment 2 people found this helpful. Was this review helpful to you?YesNo

Leaders should read this book

ByRyan Jacobyon February 14, 2017

Format: HardcoverVerified Purchase

Love this whole book, but especially Chapter 7 Doing Less, More Often. It really gives a blueprint for leaders who want to enable their teams to get going right away doing better, more effective work.

0Comment 2 people found this helpful. Was this review helpful to you?YesNo

Actionable and full of great insights

ByFelipe Castroon May 11, 2017

Format: Kindle EditionVerified Purchase

Sense and Respond brings great insights and actionable tips. Highly recommended.

0Comment One person found this helpful. Was this review helpful to you?YesNo

Discovering actionable approaches for teams and leaders

ByKristine Muddon February 20, 2017

Format: HardcoverVerified Purchase

Love this book.The examples are great and the key takeaways for each section are very helpful. It is wonderful to see concepts and approaches so clearly explained from how to create create a culture of collaboration to doing less more but doing it more frequently, continuously iterating, learning and improving.

0Comment 3 people found this helpful. Was this review helpful to you?YesNo

Terrific follow up to Lean UX

ByMichael Doelon March 20, 2017

Format: Kindle EditionVerified Purchase

This is a worthy sequel to their extremely popular Lean UX book. If you work in a larger organization and question whether Lean Startup and Lean UX practices are useful in your world, then this book is for you. The combination of stories and pragmatic advice that can be taken from them will surely make you think about your organization in a different light. Very well done.

0Comment 2 people found this helpful. Was this review helpful to you?YesNo

I bought copies for my org's leadership team!

ByAmazon Customeron March 29, 2017

Format: Kindle EditionVerified Purchase

I thoroughly enjoyed this book. It does a great job laying out how companies successfully implement modern product development approaches to succeed in today's connected world. I've been fortunate to work on software development teams who focus intensely on agile and sustainable process and have often wondered how other departments can adopt modern, responsive processes of their own. This book describes what a company working this way looks like.

0Comment One person found this helpful. Was this review helpful to you?YesNo

good stuff in here

ByAdamon February 23, 2017

Format: HardcoverVerified Purchase

Great read - very eye opening.

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Most Recent Customer Reviews

Five Stars

I wish all my managers would read this.Read more

Published 7 days ago by Amazon Customer

Highly Recommended

This book is the long awaited leadership manual to a cultural shift that brings Design Thinking and Agile Development together in a smart way that is both realistic and thoughtful...Read more

Published 2 months ago by Scott Purcell

A great summary with real life stories and examples

A great summary with real life stories and examples, a must-read for leaders in 2017. Also useful for anyone interested in Lean/agile/startup and so on.Read more

Published 2 months ago by Mirja Weston

Five Stars

A contemporary book that talks about the new methods of work in organizations for a post industrial age Read more

Published 2 months ago by Raffy Ardhaldjian

The most important business book of the year

This will be the most important business book of the year (Yes, I will give it to all my clients). Jeff & Josh have once again written a book that in a great way puts its finger...Read more

Published 3 months ago by Amazon Customer

This book contains actionable strategies and tactics to improve your ...

This book contains actionable strategies and tactics to improve your organizational performance, understanding of customer needs and engagement of employees.Read more

Published 3 months ago by Barry OReilly

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