Connected Strategy: building continuous customer relationships for competitive advantage
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 -- Pa...
Gespeichert in:
Hauptverfasser: | , |
---|---|
Format: | Buch |
Sprache: | English |
Veröffentlicht: |
Boston, Massachusetts
Harvard Business Review Press
[2019]
|
Schlagworte: | |
Online-Zugang: | Inhaltsverzeichnis |
Zusammenfassung: | 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 The Internet of Things, robo investment advisers, wearable fitness devices, remote health care operations . . . business executives in many industries are currently being inundated with a confusingly and exhaustingly broad range of technological developments that enable new business models. There is, however, a common thread among all of these developments: firms are fundamentally changing how they connect with their customers. Rather than having occasional, episodic interactions--where customers realize they have an unmet need and then look for ways to fill it--firms are striving to be continuously connected to their customers, providing services and products as the needs arise, even before customers become aware of them. Firms such as Nike, Disney, Progressive Insurance, McGraw-Hill Higher Education, Medtronic, Hewlett-Packard, and Tesco are developing and competing on connected strategies: creating superior customer experiences through connectivity while simultaneously driving dramatic improvements in operational efficiencies and reshaping their industries. 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. In showing how to create a connected strategy, the authors reveal the four pathways--respond-to-desire, curated offerings, coaching, and automatic execution--for turning occasional, episodic interactions into continuous relationships. Siggelkow and Terwiesch show you how to:-- |
Beschreibung: | xiv, 264 Seiten Illustrationen 235 mm. |
ISBN: | 9781633697003 |
Internformat
MARC
LEADER | 00000nam a2200000 c 4500 | ||
---|---|---|---|
001 | BV046037571 | ||
003 | DE-604 | ||
005 | 20191023 | ||
007 | t | ||
008 | 190708s2019 a||| |||| 00||| eng d | ||
020 | |a 9781633697003 |9 978-1-63369-700-3 | ||
035 | |a (ELiSA)ELiSA-9781633697003 | ||
035 | |a (OCoLC)1104498723 | ||
035 | |a (DE-599)HBZHT020080045 | ||
040 | |a DE-604 |b ger |e rda | ||
041 | 0 | |a eng | |
049 | |a DE-355 |a DE-B170 | ||
084 | |a QP 620 |0 (DE-625)141911: |2 rvk | ||
100 | 1 | |a Siggelkow, Nicolaj |e Verfasser |0 (DE-588)1190061589 |4 aut | |
245 | 1 | 0 | |a Connected Strategy |b building continuous customer relationships for competitive advantage |c Nicolaj Siggelkow, Christian Terwiesch |
264 | 1 | |a Boston, Massachusetts |b Harvard Business Review Press |c [2019] | |
264 | 4 | |c © 2019 | |
300 | |a xiv, 264 Seiten |b Illustrationen |c 235 mm. | ||
336 | |b txt |2 rdacontent | ||
337 | |b n |2 rdamedia | ||
338 | |b nc |2 rdacarrier | ||
520 | 3 | |a 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 | |
520 | 3 | |a The Internet of Things, robo investment advisers, wearable fitness devices, remote health care operations . . . business executives in many industries are currently being inundated with a confusingly and exhaustingly broad range of technological developments that enable new business models. There is, however, a common thread among all of these developments: firms are fundamentally changing how they connect with their customers. Rather than having occasional, episodic interactions--where customers realize they have an unmet need and then look for ways to fill it--firms are striving to be continuously connected to their customers, providing services and products as the needs arise, even before customers become aware of them. Firms such as Nike, Disney, Progressive Insurance, McGraw-Hill Higher Education, Medtronic, Hewlett-Packard, and Tesco are developing and competing on connected strategies: creating superior customer experiences through connectivity while simultaneously driving dramatic improvements in operational efficiencies and reshaping their industries. 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. In showing how to create a connected strategy, the authors reveal the four pathways--respond-to-desire, curated offerings, coaching, and automatic execution--for turning occasional, episodic interactions into continuous relationships. Siggelkow and Terwiesch show you how to:-- | |
650 | 0 | 7 | |a Beziehungsmarketing |0 (DE-588)4789127-0 |2 gnd |9 rswk-swf |
650 | 0 | 7 | |a Marketing |0 (DE-588)4037589-4 |2 gnd |9 rswk-swf |
650 | 0 | 7 | |a Kundenmanagement |0 (DE-588)4236865-0 |2 gnd |9 rswk-swf |
650 | 0 | 7 | |a Kundenbindung |0 (DE-588)4384508-3 |2 gnd |9 rswk-swf |
653 | |a Sales & Marketing | ||
653 | 0 | |a Business strategy | |
653 | 0 | |a BUSINESS & ECONOMICS / Leadership | |
653 | 0 | |a BUSINESS & ECONOMICS / Marketing / General | |
653 | 0 | |a Relationship marketing | |
653 | 0 | |a Customer services - Technological innovations | |
653 | 0 | |a Communication in consumer education | |
689 | 0 | 0 | |a Kundenbindung |0 (DE-588)4384508-3 |D s |
689 | 0 | 1 | |a Marketing |0 (DE-588)4037589-4 |D s |
689 | 0 | 2 | |a Kundenmanagement |0 (DE-588)4236865-0 |D s |
689 | 0 | 3 | |a Beziehungsmarketing |0 (DE-588)4789127-0 |D s |
689 | 0 | |C b |5 DE-604 | |
700 | 1 | |a Terwiesch, Christian |e Verfasser |0 (DE-588)17153087X |4 aut | |
776 | 0 | 8 | |i Erscheint auch als |n Online-Ausgabe |z 978-1-63369-701-0 |
856 | 4 | 2 | |m Digitalisierung UB Regensburg - ADAM Catalogue Enrichment |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=031419323&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
999 | |a oai:aleph.bib-bvb.de:BVB01-031419323 |
Datensatz im Suchindex
_version_ | 1804180293435785216 |
---|---|
adam_text | CONTENTS Prologue: The Magic of Connected Strategy 1. The Connected Strategy Framework ix 1 PART ONE THE REWARDS OF CONNECTED STRATEGIES 2, Breaking the Trade-off between Superior Customer Experience and Lowering Costs 21 3, Workshop 1 49 Using Connectivity to Provide Superior Customer Experiences at Lower Costs PART TWO CREATING CONNECTED CUSTOMER RELATIONSHIPS 4. Recognize, Request, and Respond 63 Building Connected Customer Experiences 5, Repeat 91 Building Customer Relationships to Create Competitive Advantage 6. Workshop 2 Building Connected Customer Relationships 121
viii Contents PART THREE CREATING CONNECTED DELIVERY MODELS 7, Designing Connection Architectures 147 8, Revenue Models for ConnectedStrategies 173 9, Technology Infrastructure for Connected Strategies 195 10, Workshop 3 217 Building Your Connected Delivery Model Epilogue: Seizing the ConnectedStrategy Potential 235 Sources 239 Index 251 About the Authorsand Acknowledgments 261
|
any_adam_object | 1 |
author | Siggelkow, Nicolaj Terwiesch, Christian |
author_GND | (DE-588)1190061589 (DE-588)17153087X |
author_facet | Siggelkow, Nicolaj Terwiesch, Christian |
author_role | aut aut |
author_sort | Siggelkow, Nicolaj |
author_variant | n s ns c t ct |
building | Verbundindex |
bvnumber | BV046037571 |
classification_rvk | QP 620 |
ctrlnum | (ELiSA)ELiSA-9781633697003 (OCoLC)1104498723 (DE-599)HBZHT020080045 |
discipline | Wirtschaftswissenschaften |
format | Book |
fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>04746nam a2200541 c 4500</leader><controlfield tag="001">BV046037571</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20191023 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">190708s2019 a||| |||| 00||| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781633697003</subfield><subfield code="9">978-1-63369-700-3</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(ELiSA)ELiSA-9781633697003</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)1104498723</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)HBZHT020080045</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rda</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-355</subfield><subfield code="a">DE-B170</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 620</subfield><subfield code="0">(DE-625)141911:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Siggelkow, Nicolaj</subfield><subfield code="e">Verfasser</subfield><subfield code="0">(DE-588)1190061589</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Connected Strategy</subfield><subfield code="b">building continuous customer relationships for competitive advantage</subfield><subfield code="c">Nicolaj Siggelkow, Christian Terwiesch</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Boston, Massachusetts</subfield><subfield code="b">Harvard Business Review Press</subfield><subfield code="c">[2019]</subfield></datafield><datafield tag="264" ind1=" " ind2="4"><subfield code="c">© 2019</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">xiv, 264 Seiten</subfield><subfield code="b">Illustrationen</subfield><subfield code="c">235 mm.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="520" ind1="3" ind2=" "><subfield code="a">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</subfield></datafield><datafield tag="520" ind1="3" ind2=" "><subfield code="a">The Internet of Things, robo investment advisers, wearable fitness devices, remote health care operations . . . business executives in many industries are currently being inundated with a confusingly and exhaustingly broad range of technological developments that enable new business models. There is, however, a common thread among all of these developments: firms are fundamentally changing how they connect with their customers. Rather than having occasional, episodic interactions--where customers realize they have an unmet need and then look for ways to fill it--firms are striving to be continuously connected to their customers, providing services and products as the needs arise, even before customers become aware of them. Firms such as Nike, Disney, Progressive Insurance, McGraw-Hill Higher Education, Medtronic, Hewlett-Packard, and Tesco are developing and competing on connected strategies: creating superior customer experiences through connectivity while simultaneously driving dramatic improvements in operational efficiencies and reshaping their industries. 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. In showing how to create a connected strategy, the authors reveal the four pathways--respond-to-desire, curated offerings, coaching, and automatic execution--for turning occasional, episodic interactions into continuous relationships. Siggelkow and Terwiesch show you how to:--</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Beziehungsmarketing</subfield><subfield code="0">(DE-588)4789127-0</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Marketing</subfield><subfield code="0">(DE-588)4037589-4</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Kundenbindung</subfield><subfield code="0">(DE-588)4384508-3</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="653" ind1=" " ind2=" "><subfield code="a">Sales & Marketing</subfield></datafield><datafield tag="653" ind1=" " ind2="0"><subfield code="a">Business strategy</subfield></datafield><datafield tag="653" ind1=" " ind2="0"><subfield code="a">BUSINESS & ECONOMICS / Leadership</subfield></datafield><datafield tag="653" ind1=" " ind2="0"><subfield code="a">BUSINESS & ECONOMICS / Marketing / General</subfield></datafield><datafield tag="653" ind1=" " ind2="0"><subfield code="a">Relationship marketing</subfield></datafield><datafield tag="653" ind1=" " ind2="0"><subfield code="a">Customer services - Technological innovations</subfield></datafield><datafield tag="653" ind1=" " ind2="0"><subfield code="a">Communication in consumer education</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Kundenbindung</subfield><subfield code="0">(DE-588)4384508-3</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Marketing</subfield><subfield code="0">(DE-588)4037589-4</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="2"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="3"><subfield code="a">Beziehungsmarketing</subfield><subfield code="0">(DE-588)4789127-0</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="C">b</subfield><subfield code="5">DE-604</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Terwiesch, Christian</subfield><subfield code="e">Verfasser</subfield><subfield code="0">(DE-588)17153087X</subfield><subfield code="4">aut</subfield></datafield><datafield tag="776" ind1="0" ind2="8"><subfield code="i">Erscheint auch als</subfield><subfield code="n">Online-Ausgabe</subfield><subfield code="z">978-1-63369-701-0</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">Digitalisierung UB Regensburg - ADAM Catalogue Enrichment</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=031419323&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-031419323</subfield></datafield></record></collection> |
id | DE-604.BV046037571 |
illustrated | Illustrated |
indexdate | 2024-07-10T08:33:27Z |
institution | BVB |
isbn | 9781633697003 |
language | English |
oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-031419323 |
oclc_num | 1104498723 |
open_access_boolean | |
owner | DE-355 DE-BY-UBR DE-B170 |
owner_facet | DE-355 DE-BY-UBR DE-B170 |
physical | xiv, 264 Seiten Illustrationen 235 mm. |
publishDate | 2019 |
publishDateSearch | 2019 |
publishDateSort | 2019 |
publisher | Harvard Business Review Press |
record_format | marc |
spelling | Siggelkow, Nicolaj Verfasser (DE-588)1190061589 aut Connected Strategy building continuous customer relationships for competitive advantage Nicolaj Siggelkow, Christian Terwiesch Boston, Massachusetts Harvard Business Review Press [2019] © 2019 xiv, 264 Seiten Illustrationen 235 mm. txt rdacontent n rdamedia nc rdacarrier 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 The Internet of Things, robo investment advisers, wearable fitness devices, remote health care operations . . . business executives in many industries are currently being inundated with a confusingly and exhaustingly broad range of technological developments that enable new business models. There is, however, a common thread among all of these developments: firms are fundamentally changing how they connect with their customers. Rather than having occasional, episodic interactions--where customers realize they have an unmet need and then look for ways to fill it--firms are striving to be continuously connected to their customers, providing services and products as the needs arise, even before customers become aware of them. Firms such as Nike, Disney, Progressive Insurance, McGraw-Hill Higher Education, Medtronic, Hewlett-Packard, and Tesco are developing and competing on connected strategies: creating superior customer experiences through connectivity while simultaneously driving dramatic improvements in operational efficiencies and reshaping their industries. 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. In showing how to create a connected strategy, the authors reveal the four pathways--respond-to-desire, curated offerings, coaching, and automatic execution--for turning occasional, episodic interactions into continuous relationships. Siggelkow and Terwiesch show you how to:-- Beziehungsmarketing (DE-588)4789127-0 gnd rswk-swf Marketing (DE-588)4037589-4 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundenbindung (DE-588)4384508-3 gnd rswk-swf Sales & Marketing Business strategy BUSINESS & ECONOMICS / Leadership BUSINESS & ECONOMICS / Marketing / General Relationship marketing Customer services - Technological innovations Communication in consumer education Kundenbindung (DE-588)4384508-3 s Marketing (DE-588)4037589-4 s Kundenmanagement (DE-588)4236865-0 s Beziehungsmarketing (DE-588)4789127-0 s b DE-604 Terwiesch, Christian Verfasser (DE-588)17153087X aut Erscheint auch als Online-Ausgabe 978-1-63369-701-0 Digitalisierung UB Regensburg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=031419323&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
spellingShingle | Siggelkow, Nicolaj Terwiesch, Christian Connected Strategy building continuous customer relationships for competitive advantage Beziehungsmarketing (DE-588)4789127-0 gnd Marketing (DE-588)4037589-4 gnd Kundenmanagement (DE-588)4236865-0 gnd Kundenbindung (DE-588)4384508-3 gnd |
subject_GND | (DE-588)4789127-0 (DE-588)4037589-4 (DE-588)4236865-0 (DE-588)4384508-3 |
title | Connected Strategy building continuous customer relationships for competitive advantage |
title_auth | Connected Strategy building continuous customer relationships for competitive advantage |
title_exact_search | Connected Strategy building continuous customer relationships for competitive advantage |
title_full | Connected Strategy building continuous customer relationships for competitive advantage Nicolaj Siggelkow, Christian Terwiesch |
title_fullStr | Connected Strategy building continuous customer relationships for competitive advantage Nicolaj Siggelkow, Christian Terwiesch |
title_full_unstemmed | Connected Strategy building continuous customer relationships for competitive advantage Nicolaj Siggelkow, Christian Terwiesch |
title_short | Connected Strategy |
title_sort | connected strategy building continuous customer relationships for competitive advantage |
title_sub | building continuous customer relationships for competitive advantage |
topic | Beziehungsmarketing (DE-588)4789127-0 gnd Marketing (DE-588)4037589-4 gnd Kundenmanagement (DE-588)4236865-0 gnd Kundenbindung (DE-588)4384508-3 gnd |
topic_facet | Beziehungsmarketing Marketing Kundenmanagement Kundenbindung |
url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=031419323&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
work_keys_str_mv | AT siggelkownicolaj connectedstrategybuildingcontinuouscustomerrelationshipsforcompetitiveadvantage AT terwieschchristian connectedstrategybuildingcontinuouscustomerrelationshipsforcompetitiveadvantage |