Reorganize for resilience : putting customers at the center of your business - GULATI (Boston, Mass : Harvard Business Press, 2009)
In an era of raging commodization and eroding profit margins,survival depends on staying one step ahead of your customers-not just giving them what they say they want, but also anticipating what they'll want in the future, even if they can't articulate it yet, and finding innovative ways to deliver it.
Keywords: Customer relations; Customer services; Organizational change