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Lever 3: Clout
Empowering Customer Champions
A BIG FACTOR IN CREATING a collaborative, resilient environment is the allocation of clout and its distribution across organizations. Greater interunit collaboration through enhanced coordination and cooperation is one of the keys to an outside-in orientation and resultant resilience. Yet these alone are not sufficient to achieve such lofty goals. Whereas coordination enables organizations to align tasks and information around a customer axis, and cooperation fosters a more collaborative, customer-focused environment, clout—or the ability to influence decisions that traverse a firm’s power structures—enables individuals and divisions to take on meaningful silo-busting roles and ultimately enhance ...
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