Trends Report

Customer-Obsessed Organizational Structures

Hint: They Start With The Customer

September 7th, 2016
MC
Marc Cecere
With contributors:
Sharyn Leaver , Shar VanBoskirk , Joana de Quintanilha , Michelle Moorehead , Rachael Klehm , Andrew Reese

Summary

In the age of the customer, successful companies pull on several operating levers to drive customer obsession, including their internal structure. This report outlines various structural elements, such as customer advocates, specialized roles, project groups, and permanent functions on an org chart; although not sufficient by themselves, they are an important part of becoming customer-obsessed.

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