New operating model includes four verticalized businesses to enhance customer-centricity and speed of execution Structural measures to reduce non-manufacturing costs, generating expected annualized ...

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

Until new behaviors and mindsets are rooted in the organization’s social norms, they are subject to degradation. Interventions increase employees’ interest and ability to accept and enact ...

In business, “collaboration” is the default answer to the question, “How can we drive a philosophy of customer-centric behavior across our company?” While collaboration is indeed necessary, it’s not ...

In the words of Wal-Mart founder Sam Walton: “There is only one boss—the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” In ...

The new conventional wisdom on corporate structure is that companies can do better by organizing themselves around customer groups. The logic sounds compelling: A customer-centric structure, as the ...

Putting the customer first can take many forms, such as refusing to compromise on a product's quality or focusing on providing an exceptional customer experience. Welcoming and responding to feedback ...

A customer-centric AI strategy has become more than a technological asset — it's a pivotal component of business success. As we witness the digital transformation of commerce — a statement that is ...

Editor’s note: Leadership Lens, appearing online at scmr.com on the second Tuesday of each month, offers insight into leadership issues and how to address them. If you are interested in future topics, ...