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Praise for The Soul of Strategy "
The Soul of Strategy is a straightforward and practical book on customer-centricity; a topic that is easy to conceptualize yet extraordinarily difficult to implement in practice, and at scale."
-Mick Farrell, CEO, Resmed "
The Soul of Strategy shares abundant guidance for firms wise enough to grasp the importance of orienting their operations around the soul of the customer. That is no easy feat, yet this book is a clear recipe for achieving that goal."
-Gerald Zaltman, Joseph C. Wilson Professor Emeritus, Harvard Business School and Author,
Dare to Think Differently "This is the definitive guide to becoming customer centric. Compelling, comprehensive, and thoroughly practical."
-Rajesh Chandy, Tony and Maureen Wheeler Chair in Entrepreneurship, London Business School
Sommario
Preface ix
Part I The History of Strategy 1 Chapter 1 The Soul of Strategy 3
Chapter 2 The Evolution of Strategic Thinking 15
Chapter 3 Reemergence of the Customer 37
Part II the Nature of Customer Centricity 55 Chapter 4 Customer Centricity 59
Chapter 5 The Customer Choice Cascade: Activating Customer Centricity 77
Chapter 6 Customer Behavior Framework 107
Part III Building a Customer-centered Organization 133 Chapter 7 Leadership and Customer Centricity 137
Chapter 8 Structure and Systems 157
Chapter 9 Customer Intelligence and Insights 179
Chapter 10 Innovation and Abandonment 201
Part IV The Purpose-Led Organization 225 Chapter 11 The Purpose of Organizations 227
Epilogue 243
About the Authors 247
Acknowledgments 251
Notes 255
Index 281
Info autore
BERNARD J. JAWORSKI, PHD, is the Drucker Chair in Management and the Liberal Arts in the Peter F. Drucker and Masatoshi Ito Graduate School of Management, as well as an ISBM and AMA Marketing Fellow. He has authored seven books on leadership, corporate strategy, and service management.
DAVID E. SPROTT, PHD, is the Henry Y. Hwang Dean and a Professor of Marketing in the Peter F. Drucker and Masatoshi Ito Graduate School of Management. He's authored dozens of articles exploring various factors exploring why consumers behave as they do.
