Thales Teixeira (Author & Associate Professor, Harvard Business School)
Thales Teixeira explains why so many large organizations are not consumer-centric even if they claim they are. He points to issues such as organizational structure, the needs of the investor market and company resources as concerns that can take precedence over customers. Teixeira provides recommendations for organizations to regain their focus on customers including mapping out their customer value chain and ensuring they are meeting their customer needs in each area.
