INSIGHT 60
WHAT’S THE BEST ORGANISATIONAL STRUCTURE TO DELIVER YOUR CUSTOMER EXPERIENCE?
Use this to help question and review your organisational structure and ask whether it is the best one to deliver the customer experience that you desire.
Over the years we have seen many different variations in company structure with businesses organised by specialism, function, market, geography, matrix, etc.
However, following significant changes in markets, competition, customer behaviour and preferences, and technology in recent years some of the more traditional, and particularly functionally-based, structures are now being called into question. The criticism of these structures ranges from they are not agile or responsive enough, they are way too ...
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