The Outside-In Approach to Customer Service - SPONSOR CONTENT FROM HBS EXECUTIVE EDUCATION
Harvard Business
MAY 3, 2016
According to a new book by Harvard Business School’s Ranjay Gulati, it is customer-centric firms—those with a so-called outside-in perspective—that are most resilient during turbulent markets. It’s worth noting that the companies and business units in my study were tracked between 2001 and 2007.
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