Deliver Customer Value In An Organic Way

Lessons in “customer-centricity” from a strategic gardener

Our organizations, like any organism or ecosystem of organisms, have to adapt to survive. We have to adapt to the ever changing competitive landscape. We have to adapt to accelerating technological change. And we must also adapt to the evolving needs of our customers. To do this, people must first have the ability to adapt. They need transparency and flexibility. And a bit of autonomy. In essence, today we need organizations that can grow a bit more “organically”.

This article is about the organic nature of organizational evolution. It’s about how organizations grow around their customers and deliver value holistically. It’s about how we put our people in a position to make it happen. And it’s written through this lens of growth — with just a touch of gardening…

My friend’s front yard looks a bit crazy

When a friend of mine recently introduced me to the concept of “Permaculture”, it sparked one such connection and got me thinking about what ecologically-minded gardens and customer-centric organizations have in common.

First of all, my friend’s front yard was very peculiar. It wasn’t a manicured lawn with tidy, symmetrically arranged shrubberies and a garden gnome. At first glance, it was a mess — plants of unusual sorts (for a front lawn at least) seemed to be growing everywhere and every which way. And yet, if you looked closely, there appeared to be some kind of order embedded in the arrangement.

Permaculture: the method to his gardening madness

As it turns out, my friend was deeply invested conceptually and practically in a set of ecological design principles called “permaculture”. So, what is permaculture?

Bill Mollison first coined the term in 1978, defining permaculture as:

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