It's easy to call your company customer-centric, but where do the customers come in and how do you keep the product from getting lost in the shuffle? CRMGuru.com founder Bob Thompson spoke with organization strategy expert Jay Galbraith on the challenges of building an organization that serves the customer with a superb product. This
Inside Scoop
interview took place July 12, 2005. The transcript was edited for length and clarity.
The Star Model
TM
The H-P strategy
Innovation and relationships
Bob Thompson
I'm delighted to welcome Jay Galbraith , the author of Designing the Customer-Centric Organization , to our Inside Scoop interview. Jay, welcome to our program, and tell us a little bit about yourself.
Jay Galbraith...
The Star Model
The H-P strategy
Innovation and relationships
Bob Thompson
I'm delighted to welcome Jay Galbraith , the author of Designing the Customer-Centric Organization , to our Inside Scoop interview. Jay, welcome to our program, and tell us a little bit about yourself.
Jay Galbraith...
