Autorentext

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.

Klappentext

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

Inhalt

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