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In 'Reorganize for Resilience,' strategy and organizational behavior expert Ranjay Gulati reveals how resilient companies prosper in both good times and bad--driving groth and increasing profitability by immersing themselves in the lives of their customers. Instead of pushing their own offerings on customers, these firms work from the outside in: identifying current and potential customer problems and then providing seamless, integrated products and services that address them. Based on more than a decade of research, this authoritative and practical book will finally help you 'walk the walk' of customer centricity--and jumpstart a virtuous cycle.
- Format: Hardcover
- ISBN-13: 9781422117217
- Publisher: Harvard University Press
- Published: January 2010