Outline the Five Customer-Centric Activities of an Organization

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The Answer is In recent years, many leading companies have successfully shifted their focus to a more customer-centric organizational design by incorporating five specific activities: coordination, cooperation, capability development, clout, and connection. Coordination involves creating structural mechanisms and processes at a firm that allow employees across silos to coordinate their activities to focus on creating value for the customer. Building greater cooperation involves shaping an organization's culture and aligning incentives to encourage employees across silos to come together in the spirit of serving customers. Capability development involves helping employees at a firm develop the right skills needed to better serve customers. Clout encompasses providing greater power to customer-facing units in the organization such that they can influence decisions that directly impact customers. Connection involves developing relationships with external partners to increase the value of the firm's offerings.

Outline the Five Customer-Centric Activities of an Organization

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Outline the Five Customer-Centric Activities of an Organization

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