Michael Porter stated that strategy was really just answering the two most basic questions of an organization: Who do we serve and how do we serve them? While there is elegant simplicity in that phrasing, planned strategic change is a delicate balancing act of managing the present and the future in domains of finance, customer service, and internal efficiency and doing so without losing the commitment of board or staff. Its no wonder that McKinsey studies have shown that as high as 70% of these change efforts fail – even pre-COVID.  The pandemic has doubled the stakes and speed of . . .

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