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Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process

3.37  ·  Rating details ·  30 Ratings  ·  3 Reviews
Designing the Customer-Centric Organization offers todaya 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 h ...more
Hardcover, 208 pages
Published April 1st 2005 by Jossey-Bass (first published January 1st 2005)
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Raman Chopra
Jul 12, 2016 rated it liked it
This was a good book, i wouldn't say an eye-opener as many of the ideas shared in this book have made it to mainstream business today and hence, i was familiar with some. I believe most people who have been working in multi-nationals would concur. Considering that the book was originally published in 2005, i would say the content would have taken many by surprise and would have immensely helped people transform their strategies to the right direction.

The book is based on an assumption (which was
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Sandra
Aug 19, 2008 rated it it was ok
Shelves: leadership
The Galbraith Star Model is about the most important part of this book. It is not an easy read, unless you have a passion for reading stereo instructions. Talks about being customer centric vs product centric..could be interesting if this is of interest to you.

I read this for a class I had.
Kim Williams-Czopek
Jan 28, 2008 rated it it was amazing
Great overview of how to define and develop a services company and how to think about growth strategies and differentiation. All services companies should read this. And I mean all.
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