Summary
To operate in customer-obsessed ways, leaders must align six interrelated, enterprisewide levers of operations to their strategies for customer obsession: culture, structure, people, process, technology, and metrics. There’s no simple formula for operating in a customer-obsessed way, as companies with dissimilar strategies must express customer obsession in their operations differently. This report shows how you can start transforming your operations to boost customer obsession by assessing how well each operational lever contributes to your strategy for customer obsession and prioritizing changes that offer high-value quick wins.
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