Why Read This Brief
The quest for customer obsession is arduous — littered with obstacles that impede progress. Those firms that have obtained the highest levels of customer obsession have done so by adopting a well-defined, adaptive operating model. Those that have struggled often have siloed or misaligned operating models. CIOs and C-suite executives should read this brief to understand how their firm's customer-obsessed, adaptive business operating model will help IT define its operating model.
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