Connected Strategy

Building Continuous Customer Relationships for Competitive Advantage

Business & Finance, Management & Leadership, Planning & Forecasting, Leadership, Management
Cover of the book Connected Strategy by Nicolaj Siggelkow, Christian Terwiesch, Harvard Business Review Press
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Author: Nicolaj Siggelkow, Christian Terwiesch ISBN: 9781633697010
Publisher: Harvard Business Review Press Publication: April 30, 2019
Imprint: Harvard Business Review Press Language: English
Author: Nicolaj Siggelkow, Christian Terwiesch
ISBN: 9781633697010
Publisher: Harvard Business Review Press
Publication: April 30, 2019
Imprint: Harvard Business Review Press
Language: English

Two Wharton experts in competitive strategy and operations show how connectivity is transforming the way firms create value for customers and provide a framework for designing and implementing continuous, connected relationships, profitably.

  • Sheds new light on how industries and companies are transforming how they create value for their customers through continuous, connected interactions with them.
  • Explains how to design and implement customer experiences profitably in an increasingly connected world.
  • Provides a framework (the 4Rs) for the kinds of design decisions that go into creating a continuous, connected strategy and shows how to make the choices that are right for your business.
  • Outlines the four pathways for creating connected strategies (respond-to-desire; curated offerings; coach; and automated execution).
  • Integrates "workshops" throughout the book that provide the tools for creating, designing, and implementing connected strategies.
  • Based on consulting and teaching executives in a broad array of industries, from start-ups to Fortune 500.
  • Illustrates concepts and strategies with detailed company examples.

Audience:

  • Senior executives who drive strategy and the design of the customer experience.
  • Managers at every level who are involved in any aspect of executing strategy and delivering the customer experience.
  • Consultants, especially those at the intersection of strategy, operations, and customer experience.
  • Academics, especially those teaching strategy or operations.
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Two Wharton experts in competitive strategy and operations show how connectivity is transforming the way firms create value for customers and provide a framework for designing and implementing continuous, connected relationships, profitably.

Audience:

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