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ranjay gulati: staying ‘out’ of it |
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by Tanmoy Goswami, May-June 2010 |
"For most firms today, customer-centricity is a necessity for survival—the only sure way to ensure
the organizational resilience that will keep a company out of the jaws of commodity hell. Getting there is not for the faint of heart, but the process makes—and keeps—the company competitive. We had suspected this for some time now, hadn’t we, that good old customers come first. But in a day and age when most firms are too busy staying out of “the jaws of commodity hell”, what can this almost puritanical suspicion help firms achieve? For starters, it can get them to think “outside-in”, argues Ranjay Gulati in his book Reorganize for Resilience. In this exclusive conversation with The Smart Manager, Gulati explains this mantra and shows why following it can be a rewarding act of gumption.
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