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Connected Strategy: Building Continuous Customer Relationships for Competitive Advantage,New
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Business Models for Transforming Customer RelationshipsWhat if there were a way to turn occasional, sporadic transactions with customers into longterm, continuous relationshipswhile simultaneously driving dramatic improvements in operational efficiency? What if you could break your existing tradeoffs between superior customer experience and low cost?This is the promise of a connected strategy. New forms of connectivityinvolving frequent, lowfriction, customized interactionsmean that companies can now anticipate customer needs as they arise, or even before. Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are winwin: Customers get a dramatically improved experience, while companies boost operational efficiency.In this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage. With indepth examples from companies operating in industries such as healthcare, financial services, mobility, retail, entertainment, nonprofit, and education, Connected Strategy identifies the four pathwaysrespondtodesire, curated offering, coach behavior, and automatic executionfor turning episodic interactions into continuous relationships. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies.Whether you're trying to revitalize strategy in an established company or disrupt an industry as a startup, this book will help you: Reshape your connections with your customers Find new ways to connect with existing suppliers while also activating new sources of capacity Create the right revenue model Make the best technology choices to support your strategyIntegrating rich examples, howto advice, and practical tools in the form of 'workshop chapters' throughout, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry.
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