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This is a case study of the business transformation that Denon & Marantz (D+M) achieved over a five-year period, resulting in profitable growth, better customer experience, and a customer-adaptive enterprise.


  • D+M Group exhibits the eight attributes of the customer-adaptive enterprise.
  • Eight attributes must be orchestrated to deliver persistent customer relevance and growth.

Features and Benefits

  • Provides some great lessons to support a genuine business transformation.
  • Provides a useful checklist of what it takes to bring about a genuine improvement in business performance.

Key questions answered

  • What were the steps taken to bring about an enterprise-wide transformation in business performance and culture?
  • How can a company create a customer-oriented culture?
  • How can a company harness technology in support of a genuine business transformation?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages

Recommendations for every industry

  • Recommendations for enterprises
  • Recommendations for vendors

Eight attributes must be orchestrated to deliver persistent customer relevance and growth

  • Visionary leadership – centers the enterprise on the customer
  • Engaged workforce
  • Collaborative
  • Acute sensing capabilities
  • Rewarding omnichannel customer experience
  • Continuous innovation
  • Adaptive and simplified processes that span the value chain
  • Adaptive enterprise architecture

The D+M transformation story

  • History
  • A period of uncertainty and poor profitability – 2008 to 2011
  • The turnaround started in 2011 under new leadership
  • The transformational journey started with culture
  • From disparate systems to global standards, a bold start to gain support
  • Innovation is reinforced through innovation leadership, deeper customer insights, and the artful use of data and IoT
  • Regular monthly meetings focus attention on performance and rapid issue resolution

D+M Group exhibits the eight attributes of the customer-adaptive enterprise

  • D+M is on the customer-adaptive trajectory


  • Methodology
  • Further reading
  • Author

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