{"product_id":"designing-the-customer-centric-organization-isbn-9780787979195","title":"Designing the Customer-Centric Organization","description":"\u003ci\u003eDesigning the Customer-Centric Organization\u003c\/i\u003e offers todayâ??s business leaders a comprehensive customer-centric organizational model that clearly shows how to put in place an infrastructure that is organized around the demands of the customer. Written by Jay Galbraith (the foremost expert in the field of organizational design), this important book includes a tool that will help determine how customer-centric an organization is- light-level, medium-level, complete-level, or high-level- and it shows how to ascertain the appropriate level for a particular institution. Once the groundwork has been established, the author offers guidance for the process of implementing a customer-centric system throughout an organization. \u003ci\u003eDesigning the Customer-Centric Organization\u003c\/i\u003e includes vital information about structure, management processes, reward and management systems, and people practices.  Preface.\u003cbr\u003e \u003cbr\u003e The Author.\u003cbr\u003e \u003cbr\u003e Introduction.\u003cbr\u003e \u003cbr\u003e 1. Surviving the Customer Revolution.\u003cbr\u003e \u003cbr\u003e The Status Quo Has to Go.\u003cbr\u003e \u003cbr\u003e The Customer-Centric Imperative.\u003cbr\u003e \u003cbr\u003e The Rise of the Customer Dimension.\u003cbr\u003e \u003cbr\u003e Strategy and Organization Model.\u003cbr\u003e \u003cbr\u003e Conclusion.\u003cbr\u003e \u003cbr\u003e 2. Customer-Centricity: How Much Is Enough?\u003cbr\u003e \u003cbr\u003e Customer Relationship Strategies.\u003cbr\u003e \u003cbr\u003e The Strategy Locator.\u003cbr\u003e \u003cbr\u003e Creating a Lateral Networking Capability.\u003cbr\u003e \u003cbr\u003e Conclusion.\u003cbr\u003e \u003cbr\u003e 3. Light-Level Application.\u003cbr\u003e \u003cbr\u003e Customer Lite.\u003cbr\u003e \u003cbr\u003e Degussa Automotive Catalysts Division.\u003cbr\u003e \u003cbr\u003e Learnings and Salient Features.\u003cbr\u003e \u003cbr\u003e 4. Medium-Level Application.\u003cbr\u003e \u003cbr\u003e The Global Investment Bank Case.\u003cbr\u003e \u003cbr\u003e Lessons from IBank.\u003cbr\u003e \u003cbr\u003e 5. Complete-Level Application.\u003cbr\u003e \u003cbr\u003e Complex Solutions and Customer-Centric Organizations.\u003cbr\u003e \u003cbr\u003e IBM.\u003cbr\u003e \u003cbr\u003e Lessons Learned.\u003cbr\u003e \u003cbr\u003e 6. Alternate High-Level Solutions Companies.\u003cbr\u003e \u003cbr\u003e Nokia Networks.\u003cbr\u003e \u003cbr\u003e Procter \u0026amp; Gamble.\u003cbr\u003e \u003cbr\u003e The Capability That Citibank Built.\u003cbr\u003e \u003cbr\u003e How to Manage the Change Process.\u003cbr\u003e \u003cbr\u003e Conclusion.\u003cbr\u003e \u003cbr\u003e 7. Designing a Customer-Centric Organization.\u003cbr\u003e \u003cbr\u003e The Semiconductor Company.\u003cbr\u003e \u003cbr\u003e Learnings and Salient Points.\u003cbr\u003e \u003cbr\u003e 8. Leading Through Management Processes.\u003cbr\u003e \u003cbr\u003e Leading Strategic Change.\u003cbr\u003e \u003cbr\u003e Linking Processes.\u003cbr\u003e \u003cbr\u003e Reconciling Strategies.\u003cbr\u003e \u003cbr\u003e Portfolio Planning and Solutions Development.\u003cbr\u003e \u003cbr\u003e Opportunity Management Process.\u003cbr\u003e \u003cbr\u003e Conclusion.\u003cbr\u003e \u003cbr\u003e References.\u003cbr\u003e \u003cbr\u003e Index.  \u003cp\u003e\u003cb\u003eThe Author\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003e\u003cb\u003eJay R. Galbraith\u003c\/b\u003e is a senior research scientist at the Center for Effective Organizations at the University of Southern California. He is professor emeritus at the International Institute for Management Development in Lausanne, Switzerland. Galbraith is the author of numerous books, including \u003ci\u003eDesigning Organizations\u003c\/i\u003e, \u003ci\u003eDesigning the Global Corporation\u003c\/i\u003e, and \u003ci\u003eTomorrow's Organization\u003c\/i\u003e, all from Jossey-Bass.   \u003c\/p\u003e\u003cp\u003e\u003cb\u003eDESIGNING THE CUSTOMER-CENTRIC ORGANIZATION\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003eStudies have proved that sales to existing customers are more profitable than sales to new customers. Today's business leaders are recognizing that the new foundation for profitability is establishing loyal, long-term customer relationships. If industries are to thrive in the 21\u003csup\u003est\u003c\/sup\u003e century, they must have the ability to do business based on what the customer wants. \u003c\/p\u003e\u003cp\u003e\u003ci\u003eDesigning the Customer-Centric Organization\u003c\/i\u003eoffers today's business leaders a comprehensive customer-centric organizational model that clearly shows how to put in place an infrastructure that is organized around the demands of the customer. Written by Jay Galbraith (the foremost expert in the field of organizational design), this important book includes a tool that will help determine how customer-centric an organization is—light-level, medium-level, complete-level, or high-level—and it shows how to ascertain the appropriate level for a particular institution. Once the groundwork has been established, the author offers guidance for the process of implementing a customer-centric system throughout an organization. \u003ci\u003eDesigning the Customer-Centric Organization\u003c\/i\u003e includes vital information about structure, management processes, reward and management systems, and people practices. \u003c\/p\u003e\u003cp\u003e\u003ci\u003eDesigning the Customer-Centric Organization\u003c\/i\u003e is based on a three-year research study with McKinsey Organization Design Practice. Jay Galbraith studied fifteen companies that managed organizational complexity around customer demands. The book is filled with illustrative case studies from a variety of these successful organizations—IBM, Nokia Networks, Procter \u0026amp; Gamble, Citibank—that have made the transition to corporate reinvention and putting the customer first.   \"Jay Galbraith has once again tackled a complex subject and made it not only clear but deeply engaging for his readers. The result is an excellent practical road map for organizations trying to develop customer-centric solutions.\"\u003cbr\u003e --Israel Makov, president and CEO, Teva Pharmaceutical Industries Ltd.  \u003c\/p\u003e\u003cp\u003e\"Jay Galbraith is one of the world's premier experts in organization design, having vast knowledge of both the theory and practice of creating sustainable competitive advantage. P\u0026amp;G's new organization structure is producing significant competitive advantage, and uses many of the concepts of customer-centricity detailed by Jay.\"\u003cbr\u003e --Keith E. Lawrence, director of human resources, Global Beauty, P\u0026amp;G\u003c\/p\u003e \u003cp\u003e\"In a world where business success or failure is increasingly dependent on a company’s ability to align its resources around the customer, this book is a must-read that describes in very practical terms how large organizations can cope with this added dimension.\"\u003cbr\u003e --Gerard J. Kleisterlee, president and CEO, Royal Philips Electronics\u003c\/p\u003e \u003cp\u003e\"Galbraith provides an excellent framework for navigating through the complex organization decisions and process required to successfully lead an enterprise from product to customer centricity.\"\u003cbr\u003e --Vincent Roche, vice president, Global Sales, Analog Devices Inc.\u003c\/p\u003e \u003cp\u003e\"Jay Galbraith has once again written a path-breaking book on organizational design. He has put the customer squarely in focus, and developed a new paradigm for the design of effective organizational based on this. Thus, a strong sense of relevant organizational purpose is achieved, based on creating value vis-à-vis the customer. A landmark book.\"\u003cbr\u003e --Peter Lorange, president, International Institute for Management Development, Lausanne, Switzerland\u003c\/p\u003e","brand":"Jossey-Bass","offers":[{"title":"Default Title","offer_id":47989049721061,"sku":"NP9780787979195","price":55.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780787979195.jpg?v=1761782585","url":"https:\/\/k12savings.com\/es\/products\/designing-the-customer-centric-organization-isbn-9780787979195","provider":"K12savings","version":"1.0","type":"link"}