Ranjay Gulati
3 Results
- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
Is your enterprise resilient or rigid? In this Q&A, HBS professor Ranjay Gulati, an expert on leadership, strategy, and organizational issues in firms, describes how companies can evolve through four levels to become more customer-centric. Plus: book excerpt from Reorganize for Resilience: Putting Customers at the Center of Your Business. Read More