Change Management

Leading successful customer-centric transformations

Leading successful customer-centric transformations “You need C-suite leadership for your major initiatives.” Hearing this constant refrain, experienced business leaders must feel “it’s like déjà vu, all over again” as Yogi Berra famously quipped. However, that doesn’t make it any less true, especially in customer-centric transformations. A company’s journey toward increased customer-centricity demands a level of…

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How to Implement Significant Change

ABSTRACT Managers live in a world of spreadsheets and slide decks.  The problem for managers who want to see actual change implemented is that companies are really just groups of people and people don’t operate in the same way as spreadsheets and slide decks.  Things get messy and emotional very quickly and the challenge when…

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