Connected Strategy: Building Continuous Customer Relationships for Competitive Advantage

Connected strategies are a new source of competitive advantage, allowing companies to turn occasional transactions with customers into long-term, continuous relationships while driving operational efficiency. This book identifies four pathways for turning episodic interactions into continuous relationships, including respond-to-desire, curated offering, coach behavior, and automatic execution, and provides practical tools for creating and implementing connected strategies.

Format: Hardback
Length: 288 pages
Publication date: 21 May 2019
Publisher: Harvard Business Review Press

The potential of a connected strategy is truly remarkable. By leveraging new forms of connectivity, companies can transform sporadic transactions with customers into long-term, continuous relationships while simultaneously driving significant improvements in operational efficiency. Imagine being able to break the trade-off between delivering a superior customer experience and maintaining low costs. This is the promise of a connected strategy.

Through frequent, low-friction, customized interactions, companies can anticipate customer needs as they arise, or even before. This level of connectivity enables companies to create new business models that deliver even more value to their customers. Connected strategies are a win-win situation, as customers experience a dramatically improved experience, while companies boost operational efficiency.

In this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch explore the emergence of connected strategies as a new source of competitive advantage. They provide in-depth examples from companies operating in various industries, including healthcare, financial services, mobility, retail, entertainment, nonprofit, and education. Connected Strategy identifies the four pathways—respond-to-desire, curated offering, coach behavior, and automatic execution—for turning episodic interactions into continuous relationships. The authors demonstrate how each pathway creates a competitive advantage and then guide readers through the critical decisions for creating and implementing their own connected strategies.

Whether you are seeking to revitalize strategy within an established company or disrupt an industry as a startup, this book is invaluable. It will help you reshape your connections with customers, find new ways to connect with existing suppliers, and activate new sources of innovation. By embracing the power of connected strategies, you can position your organization for success in the ever-evolving business landscape.

Weight: 506g
Dimension: 243 x 163 x 25 (mm)
ISBN-13: 9781633697003