Professor Ranjay Gulati of Harvard Business School discusses how organizations can become more customer (or audience)-centric and why this is a critical time for them to do so. YouTube - Creating a Customer-Centric Business. … [Read more...]
The Outside-In Approach to Customer Service — HBS Working Knowledge
An interesting Q&A in which Harvard Business School Professor Ranjay Gulati describes how companies can evolve through four levels to become more customer-centric. The Outside-In Approach to Customer Service — HBS Working Knowledge. … [Read more...]