Reorganize for Resilience: Putting Customers at the Center of Your Organization to Realize Profitable Growth
Ranjay Gulati, Harvard Business School
Companies like to say that they offer customer solutions—products and services bundled into packages that are hard to copy and can command a premium price. But few companies can actually deliver on that promise. Most companies are organized into product-focused business units that allow them to develop deep knowledge and expertise, but that obscure a holistic picture of customers and their needs. Ranjay Gulati discusses how select companies are able to transcend their organizational silos to marshal all of their resources, including new technologies, toward delivering customer-focused solutions. (4:38 min.)
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