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Publisher's Summary

Look beneath the surface of most companies, and you'll actually find 3 kinds of businesses: customer relationship management, product innovation, and infrastructure management. The authors provide a roadmap for unbundling these core processes and rebundling them into a more efficient - or an entirely different - organization. This article, which originally appeared in the March-April 1999 Harvard Business Review, is offered in audio form exclusively through Audible.
Want to sharpen your leadership skills with previous editions of the Harvard Management Update? You can find past issues from 1997 to the present by clicking on matching edition under periodicals.
©1999 by the President and Fellows of Harvard College, All Rights Reserved; (P)1999 Audible Inc.
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