How Much Does Corporate Design Fight Customer-Centricity?

Historically, virtually all corporate entities have been designed from production/service delivery out (inside-out). And a few unlucky companies have been designed from accounting out (upside-down).  In either case, when companies try to redesign strategy and process from the customer in (outside-in), they run smack up against their organizational structures.

Inside-out and upside-down companies are aligned and managed around functions. Customer-centric (outside-in) companies are aligned and managed around customers. Unfortunately for customer-centricity, companies can’t get from A to B by throwing a switch. The journey is rough and risky, which is a core reason why most customer-centric companies either started that way or transitioned before they were fully formed.

Based on my experience, the alignment change issue stops more companies in their path to customer-centricity than even lack of executive leadership. Do you agree?

If you’d like to do a deeper dive on this topic here’s a new white paper (parts of which will be folded into the book).

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