Putting Customers before Politics



Analyze the mini-case study provided in the following article: Driggs, W., & Holland, R. (2014). Putting customers before politics: COOs struggle to navigate a siloed culture. Customer Relationship Management, 18(1), 5. http://www.destinationcrm.com/Articles/Columns-Departments/The-Tipping-Point/Putting-Customers-Before-Politics-93654.aspx • In this mini-case study, how did the organizational culture change? • What prompted the change, and who was involved? • What was the outcome?