Customer Service

Book: CONNECTED STRATEGY Building Continuous Customer Relationships for Competitive Advantage

Strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies across a broad array of industries and show how these strategies work, how they eliminate the trade-off between superior customer experience and low cost, and how companies can formulate, design, and implement them.

About the book

Connected Strategy is the title of a new book published in May 2019. Here is the pitch.

The Internet-of-things, the sharing economy, robo investment advisors, wearable fitness devices, remote health care operations, peer-to-peer payment systems … business executives in many industries are currently buffeted by a broad range of technological developments that enable new business models.

The common thread among all of these developments is that firms are creating new and richer customer experiences by connecting to customers in a continuous way, providing services and products as the needs of customers arise. 

Moreover, by creating new connection architectures between customers and suppliers, firms redefine the way they produce the products or services they provide.

About the content

The Rewards of Connected Strategies

Learn how Connected Strategies allow you to break the traditional tradeoff between Superior Customer Experience and Lowering Costs.

Creating Connected Customer Relationships

Learn how to build deep relationships with your customers by continually refining the Recognize-Request-Respond-Repeat loop.

Creating Connected Delivery Models

Learn how to create connected customer relationships while improving your efficiency through appropriate choices of your connection architecture, revenue model, and technology infrastructure.


Each part concludes with an extensive workshop that has detailed worksheets that will allow you to build your own Connected Strategy.


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