The Outside-In Approach to Customer Service - HBS …
Feb 16, 2010 · The Outside-In Approach to Customer Service. by Sarah Jane Gilbert. Ranjay Gulati, an expert on leadership, strategy, and organizational issues in firms, describes how companies can evolve through four levels to become more customer-centric. Plus: Book excerpt from Reorganize for Resilience: Putting Customers at the Center of Your Business.
DA: 53 PA: 63 MOZ Rank: 87