Mark Osborne argues companies need to shift from top-down management to decentralized decision-making, letting employees at all levels use customer data to drive innovation and improve service.
So all of a sudden, the customer is really providing the direction to the company, and we've got to figure that out. It certainly won't be through top-down management and command and control. It'll be figuring out how everybody in the company, equally treated and having equal roles, will be able to turn that data and those insights back into innovations and service for the customer.
How Can You Maximize Your Business Value Before Selling? with Randy Katz Video
