Case Study

Case Study: Haier Builds An Adaptive Enterprise

How A Global Manufacturer Delivers Future-Focused Customer Obsession

June 12th, 2020
Danny Mu, null
Danny Mu
Guannan Lu, null
Guannan Lu
With contributors:
Brian Hopkins , Bobby Cameron , Han Bao , Bill Nagel

Summary

Customer-obsessed firms are winning today — but applying the methods that put them in this position doesn’t assure their future success. To increase their chances of success, firms must embrace an adaptive strategy, reconfiguring their underlying business concepts to enable future customer obsession. Haier’s adaptive strategy helps the company win today — even during the COVID-19 crisis — and prepare for tomorrow’s opportunities. This case study shows CIOs and other execs how to foster adaptiveness from the organizational, marketing, and technology perspectives.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.