Chapter 7
The New Math: 1 + 1 = 3 or 4 or even 10
Alone we can do so little; together we can do so much.
—Helen Keller
In a recent project with a large energy company, we were working with the senior management and staff to help develop and embed a customer-centric culture. It is the managers’ belief and ours that a customer-focused business will drive ongoing prosperity. In our research, along with that of many others, we have found that an important factor in enabling a customer culture to become embedded is internal cross-functional collaboration. We found senior and middle managers in the energy company were stymied in their attempts to focus ...
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