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Explore our library of insights, which includes foundational writing on negotiation published in Harvard Business Review, as well as our latest thinking on alliances and partnerships, change management, sourcing and supply management, and other critical areas of business strategy and tactics.
Corporate alliances are growing in number—by about 25% a year—and account for up to a third of revenues and value at many companies. Yet some 60% to 70% of them fail. What is going wrong?
Over the past few years, customer-centricity has become a hot topic, and with good reason. Unfortunately, there is a great deal of confusion about what customer-centricity is and how to put its principles into practice. To begin cutting through the hype, we put forward a model that defines four distinct levels of customer-centricity and describe five practices that comprise world-class customer-centricity.