Connected strategy : building continuous customer relationships for competitive advantage / Nicolaj Siggelkow, Christian Terwiesch.

Format:

Book

Author/Creator:

Siggelkow, Nicolaj, author.

Terwiesch, Christian, author.

Contributor:

Lippincott Library Book Endowment Fund.

EBSCOhost.

Language:

English

Subjects (All):

Relationship marketing.

Customer services--Technological innovations.

Customer services.

Communication in consumer education.

Physical Description:

1 online resource

Place of Publication:

Boston, Massachusetts : Harvard Business Review Press, 2019.

System Details:

text file

Contents:

Prologue. The magic of connected strategy

The connected strategy framework

Part I. The rewards of connected strategies: Breaking the trade-off between superior customer experience and lowering costs

Workshop 1: Using connectivity to provide superior customer experiences at lower costs

Part II. Creating connected customer relationships: Recognize, request and respond: building connected customer experiences

Repeat: building customer relationships to create competitive advantage

Workshop 2: Building connected customer relationships

Part III. Creating connected delivery models: Designing connection architectures

Revenue models for connected strategies

Technology infrastructure for connected strategies

Workshop 3: Building your connected delivery model.

Notes:

Includes bibliographical references and index.

Electronic reproduction. Ipswich, MA Available via World Wide Web.

Description based on print version record.

Local Notes:

Acquired for the Penn Libraries with assistance from the Lippincott Library Book Endowment Fund.

ISBN:

9781633697010

1633697010

Publisher Number:

99980902129

Access Restriction:

Restricted for use by site license.