Works
- Effect of customer-centric structure on long-term financial performance, Marketing Science 34(2), 250 to 268, 2015
In Organizational Structures
Known for
Customer-centric structure
Ideas
Customer-centric structure and performance. Aligning business units with customer groups raises customer satisfaction but adds coordinating costs, and pays only where competitors have not already adopted it, markets are not fragmented, and the industry is profitable. Caveat: Fortune 500 firms.