chapter  2
12 Pages

The Customer Imperative

Central to the highly conductive organization is a continuous flow of knowledge from the customer to the organization, where strategy, culture, structures, and systems are all calibrated to customer needs. The purpose of creating an organization capable of unimpeded knowledge flow and continuous learning is to build value at the customer interface. In order for these flows to create value for the customer, knowledge has to be transmitted freely throughout the organization and employees must take an outside-in perspective. As a result of this conductivity, new capabilities are created for customers, the organization, and its employees. High-performing organizations know how to build and maintain the relationships that are the conduits for knowledge flow, leveraging capabilities and strategy-making processes.