MIT Sloan Management Review Article on How Customer Obsession Creates Accountability for Change

It’s well-known that organizational change is difficult — in fact, 70% of change efforts fail, but awareness hasn’t improved the odds of success. Companies continue to struggle with choosing the right projects, sequencing and integrating change initiatives, and establishing accountability mechanisms to measure results. In my work as an analyst at Altimeter, which specializes in technology research and strategy, I’ve found that the exceptional companies making strides with everything from digital transformation to employee engagement to diversity and inclusion have one thing in common: They are customer-obsessed.