Business Case Studies, Executive Interviews, Christopher Meyer on Customer Centric Organisations

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Interview with Christopher Meyer on Customer Centric Organisations

December 2010 - By Dr. Nagendra V Chowdary

Managers regularly say "don't make me responsible for something I can't control." The reality of customer experience is that no single manager or function controls customer experience. Superior customer experience results when leaders make it a clear priority, supported by goals and timely information.
— Christopher Meyer
Effective executive interview with Christopher Meyer
 on Management Guru

Christopher Meyer is the Chairman of the Strategic Alignment Group, Inc. Dr. Meyer is an internationally recognized expert in creating competitive advantage and growth through fast cycle time, innovation and customer experience management.

For thirty years, he has served as an executive, consultant and academic. Dr. Meyer's most recent article, "Understanding Customer Experience", was published in the Harvard Business Review, February 2007. He currently publishes bi-weekly essays on global innovation strategies at

    In, Relentless Growth: How Silicon Valley Innovation Strategies Can Work in Your Company, (The Free Press 1998) he outlines how to design growth strategies that are relevant to today’s high-speed, global knowledge economy. Based on research of successful Silicon Valley firms, Relentless Growth illustrates how growth values and methods must be as robust and clear as everyday operating practices.

    Dr. Meyer is also the author of Fast Cycle Time: How to Align Purpose, Strategy & Structure for Speed. Firms such as Johnson & Johnson, Cisco Systems, Applied Biosystems, Genzyme and Hewlett-Packard have reduced time to market, improved service

responsiveness and increased operating effectiveness using Fast Cycle Time as their roadmap. His Harvard Business Review article, "How the Right Measures Help Teams Excel", is a standard in the performance management literature. His executive experience includes serving as vice-president for Human Resources at Silicon Graphics Computer Systems and organizational effectiveness advisor at Zilog, Inc. He has served on the faculty of the University of Southern California, University of Minnesota, and as academic director of Fast Cycle Time Strategy and faculty for the Innovation Management program at Stanford University. Most recently, he was an instructor at the California Institute of Technology Industrial Relations Center. He received his PhD and masters in organization strategy and design from the University of Southern California, and holds a BS in economics from the Wharton School of Finance and Commerce.

Useful for Understanding of:

  • Customer Experience Management
  • Customer Experience Management vs CRM
  • Significance of Customer-centric Organisations
  • Importance of Customer Experience for an Organisation
  • Differed categories of customers and their impact on the business
Originally Published in Effective Executive, IUP
Effective Executive Reference No. 03M-2010-12-11-06
IBSCDC Reference No. INT0141
Year and Month of Publication December 2010
Keywords Christopher Meyer, Customer Experience Management, Customer Relationship Management (CRM), Customer Lifetime Value, Customer-centric Organisations

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