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The Outside-In Approach to Customer Service - HBS Working Knowledge - 0 views

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BPM Outside-In Ranjay_Gulati

shared by anonymous on 11 May 10 - Cached

anonymous on 11 May 10

Times are tough for many businesses, yet some are holding their own, even thriving. Best Buy, Cisco, Target, Starbucks, and Jones Lang LaSalle come to mind. How do they do it? According to a new book by Harvard Business School's Ranjay Gulati, it is customer-centric firms-those with a so-called outside-in perspective-that are most resilient during turbulent markets.

<div class="cArrow"> </div><div class="cContentInner">Times are tough for many businesses, yet some are holding their own, even thriving. Best Buy, Cisco, Target, Starbucks, and Jones Lang LaSalle come to mind. How do they do it? According to a new book by Harvard Business School's Ranjay Gulati, it is customer-centric firms-those with a so-called outside-in perspective-that are most resilient during turbulent markets.</div>

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