About the Book
A Proven Path to Growth That Rallies the Firm Around Customer Objectives
Most companies say they’re “customer-focused”—yet consistently fail to deliver solutions to the problems their customers care about most. That’s because the divisional “silos” most firms are organized around make it impossible to quickly adapt to changing customer needs. In an era of raging commoditization and eroding profit margins, survival depends on staying one step ahead of your customers. Not just giving customers what they say they want, but also anticipating what they’ll want in the future—even if they can’t articulate it yet—and finding innovative ways to deliver it.
In Reorganize for Resilience, strategy and organizational behavior expert Ranjay Gulati reveals how “resilient” companies—those that prosper both in good times and bad—are driving growth 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 in a variety of industries, this implementation-focused guide shows how resilient companies do it: how they break down internal barriers that impede action, build bridges across divisions, and create a network of collaborators. Using examples from companies including Cisco Systems, La Farge, Starbucks, Best Buy, and Jones Lang LaSalle, Gulati outlines five key levers that together help create a resilient organization.
- Coordination: connect, eradicate, or restructure silos to enable swift responses
- Cooperation: align all employees around the shared goals of customer solutions
- Clout: redistribute power to “bridge builders” and customer champions
- Capability: develop employees’ skills at tackling changing customer needs
- Connection: blend your offerings with partners to provide unique customer solutions
Authoritative and practical, Reorganize for Resilience will finally help you “walk the walk” of customer-centricity—and jumpstart a virtuous cycle of profits, growth, and competitive advantage.
Also by Ranjay
Managing Network Resources (Oxford University Press, 2007)
"Ranjay Gulati assembles, integrates and refines ten years of pathbreaking research by extending the “resource-based” view to include 'network resources' residing not in the firm but in its social networks to the outside. An important and fascinating must-read for theorists and practitioners alike."
--Mark Granovetter, Joan Butler Ford Professor, Stanford University
Take a Look»
Kellogg on Technology and Innovation (Wiley, 2002)
In Kellogg on Technology and Innovation, three of Kellogg’s leading technology gurus, along with their students, examine the exciting technologies of the near future from a business perspective. They provide an overview of the lure and promise of these emerging domains along with an analysis of the business propositions underlying each technology and a penetrating examination of alternative business models surrounding each new product and service.
Take a Look»