Business models for transforming customer relationshipswhat if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships--while simultaneously driving dramatic improvements in operational efficiency? What if you could break your existing trade-offs between superior customer experience and low cost?This is the promise of a connected strategy.
. With in-depth examples from companies operating in industries such as healthcare, financial services, nonprofit, Connected Strategy identifies the four pathways--respond-to-desire, retail, curated offering, coach behavior, entertainment, and education, mobility, and automatic execution--for turning episodic interactions into continuous relationships.
Connected Strategy: Building Continuous Customer Relationships for Competitive Advantage #ad - Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies. Whether you're trying to revitalize strategy in an established company or disrupt an industry as a startup, this book will help you:Reshape your connections with your customersFind new ways to connect with existing suppliers while also activating new sources of capacityCreate the right revenue modelMake the best technology choices to support your strategyIntegrating rich examples, and practical tools in the form of "workshop chapters" throughout, how-to advice, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry.
New forms of connectivity--involving frequent, customized interactions--mean that companies can now anticipate customer needs as they arise, low-friction, or even before.
Creative Construction: The DNA of Sustained InnovationPublicAffairs #ad - They need to sustain revenue streams from existing businesses, and deal with Wall Street's demands. This myth-busting book shows large companies can construct a strategy, system, and culture of innovation that creates sustained growth. Big can be beautiful, but it requires creative construction by leaders to avoid the creative destruction that is all-too-often the fate of too many.
Demanding that they "be like Uber" is no more realistic than commanding your dog to speak French. These organizations require a different set of management practices and approaches--a discipline focused on the strategies, systems and culture for taking their companies to the next level. The conventional wisdom is that only disruptive, nimble startups can innovate; once a business gets bigger and more complex corporate arteriosclerosis sets in.
Creative Construction: The DNA of Sustained Innovation #ad - Bigger companies are complex. Gary pisano's remarkable research conducted over three decades, and his extraordinary on-the ground experience with big companies and fast-growing ones that have moved beyond the start-up stage, provides new thinking about how the scale of bigger companies can be leveraged for advantage in innovation.
He begins with the simply reality that bigger companies are, well, different. Every company wants to grow, and the most proven way is through innovation.
The Leader's Checklist, Expanded Edition: 15 Mission-Critical PrinciplesWharton School Press #ad - He also explores the colossal failure of AIG, one of the greatest corporate collapses in business history. First published exclusively as an ebook—and now also available in print—this updated and expanded edition features a new preface by the author and three new [email protected] interviews with Laurence Golborne, Chile's Minister of Mining, New York City Fire Department's Chief of Counterterrorism and Emergency Preparedness, on being the first Battalion Chief to take command at the World Trade Center on September 11, on leading the rescue operation of 33 miners trapped in the San José Mine; Joseph Pfeifer, 2001; and the author on why he wrote The Leader's Checklist and what he has learned about the most vital items on the checklist from his recent leadership development work with more than a dozen companies and organizations.
Named to the washington post's 2011 list of best leadership booksin this fast-reading and illuminating expanded edition of the bestselling leader's Checklist, Useem presents today's leaders with 15 guiding principles that form the core of the Leader's Checklist, and years of leadership development work with a wide array of companies and organizations in the United States and abroad, solid research, world-renowned leadership expert Michael Useem deepens his examination of 15 mission-critical principles for leadersBased on the lessons from astonishing stories, which will help you develop your ability to make good and timely decisions in unpredictable and stressful environments—for those moments when leadership really matters.
The Leader's Checklist, Expanded Edition: 15 Mission-Critical Principles #ad - To illustrate how the leader's checklist can assist leaders, including laurence golborne's role in the triumphant rescue of 33 miners in Chile, 2001, Joseph Pfeifer's remarkable heroism as the first FDNY Fire Chief to take command at the World Trade Center on September 11, Useem zeroes in on accounts of extraordinary leaders who rose to the challenge, and Union officer Joshua Lawrence Chamberlain's transformative actions after the Confederate army's surrender.
Seeing Around Corners: How to Spot Inflection Points in Business Before They HappenHoughton Mifflin Harcourt #ad - Only those leaders who can “see around corners”–that is, spot the disruptive inflection points developing before they hit–are poised to succeed in this market. Columbia business school professor and corporate consultant Rita McGrath contends that inflection points, though they may seem sudden, are not random.
The first prescriptive, innovative guide to seeing inflection points before they happen—and how to harness these disruptive influences to give your company a strategic advantage. Paradigmatic shifts in the business landscape, can either create new, known as inflection points, entrepreneurial opportunities see Amazon and Netflix or they can lead to devastating consequences e.
Seeing Around Corners: How to Spot Inflection Points in Business Before They Happen #ad - G. Blockbuster and Toys R Us. Every seemingly overnight shift is the final stage of a process that has been subtly building for some time. Armed with the right strategies and tools, smart businesses can see these inflection points coming and use them to gain a competitive advantage. Seeing around corners is the first hands-on guide to anticipating, understanding, and capitalizing on the inflection points shaping the marketplace.
Unlocking the Customer Value Chain: How Decoupling Drives Consumer DisruptionCurrency #ad - Using innovative new business models, startups are stealing customers by breaking the links in how consumers discover, buy and use products and services. Birchbox offered women a new way to sample beauty products from a variety of companies from the convenience of their homes, without having to visit a store.
By decoupling the customer value chain, instead of taking on the Unilevers and Nikes, these startups, BMW’s and Sephoras of the world head on, peel away a piece of the consumer purchasing process. Instead, it offers people the benefit of driving without having to own a car themselves. Illustrated with vivid, indepth and exclusive accounts of both startups, and reigning incumbents like Best Buy and Comcast, as they struggle to respond, Unlocking the Customer Value Chain is an essential guide to demystifying how digital disruption takes place – and what companies can do to defend themselves.
Based on eight years of research visiting dozens of startups, harvard Business School professor Thales Teixeira shows how and why consumer industries are disrupted, tech companies and incumbents, and what established companies can do about it—while highlighting the specific strategies potential startups use to gain a competitive edge.
Unlocking the Customer Value Chain: How Decoupling Drives Consumer Disruption #ad - There is a pattern to digital disruption in an industry, airbnb, whether the disruptor is Uber, Pillpack or one of countless other startups that have stolen large portions of market share from industry leaders, Dollar Shave Club, often in a matter of a few years. As teixeira makes clear, the nature of competition has fundamentally changed.
Turo doesn't compete with GM.
The Business of Platforms: Strategy in the Age of Digital Competition, Innovation, and PowerHarper Business #ad - Finally, antitrust, they discuss the role governments should play in rethinking data privacy laws, and other regulations that could reign in abuses from these powerful businesses. They explain how these new entities differ from the powerful corporations of the past. Cusumano, and yoffie address how a small number of companies have come to exert extraordinary influence over every dimension of our personal, professional, Gawer, and political lives.
Platforms create economic value far beyond what we see in conventional companies. The business of platforms is an invaluable, in-depth look at platform strategy and digital innovation. As experts who have studied and worked with these firms for some thirty years, the future of work, Facebook, from Amazon and Apple to Microsoft, and Google—all dominant players in shaping the global economy, this book is the most authoritative and timely investigation yet of the powerful economic and technological forces that make platform businesses, and the political world we now face.
A trio of experts on high-tech business strategy and innovation reveal the principles that have made platform businesses the most valuable firms in the world and the first trillion-dollar companies. Their goal is to help managers and entrepreneurs build platform businesses that can stand the test of time and win their share of battles with both digital and conventional competitors.
The Business of Platforms: Strategy in the Age of Digital Competition, Innovation, and Power #ad - Platforms that operate for business purposes usually exist at the level of an industry or ecosystem, bringing together individuals and organizations so they can innovate and interact in ways not otherwise possible. They also question whether there are limits to the market dominance and expansion of these digital juggernauts.
Managers and entrepreneurs in the digital era must learn to live in two worlds—the conventional economy and the platform economy.
Global Turning Points: The Challenges for Business and Society in the 21st CenturyCambridge University Press #ad - With four new chapters on the rise of the global middle class, the transformative power of technology, institutions and the entrepreneurial spirit, and the trials and tribulations of the financial system, this book provides a thorough introduction to the challenges facing business and society in the twenty-first century.
Global Turning Points: The Challenges for Business and Society in the 21st Century #ad - The second edition of this popular book offers an accessible yet sophisticated analysis of the game-changing events and trends that are transforming the world beyond recognition. During the next few decades, china the largest in output, India will become the biggest country in terms of population, and the United States the richest among the major economies on a per capita income basis.
. Food and water shortages will likely become humankind's most important challenges. For the first time in human history, more people live in cities than in the countryside, and greater numbers suffer from obesity than from hunger.
The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime ValueWharton School Press #ad - 2019 axiom business book award winner featured in forbes, and a google talk, npr’s marketplace, ” according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, The Customer Centricity Playbook offers “actionable insights to drive immediate value, Google. How did global gaming company electronic arts go from being named “Worst Company in America” to clearing a billion dollars in profit? They discovered a simple truth—and acted on it: Not all customers are the same, regardless of how they appear on the surface.
In this book, and development tactics based on customer heterogeneity foster a culture that sustains customer centricity, retention, customer Centricity, as they are a vital underpinning for all these areas through the valuable insights they provide Fader’s first book, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value CLV Finetune investments in customer acquisition, and also understand the link between CLV and market valuation Understand customer relationship management CRM systems, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage.
The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value #ad - Fader and toms offer a 360-degree analysis of all the elements that support customer centricity within an organization. In the customer centricity playbook, wharton school professor Peter Fader and Wharton Interactive’s executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer.
A must-read. Aimee johnson, chief marketing officer, Zillow “The Customer Centricity Playbook offers fundamental insights to point organizations of any size in the right direction. Rob markey, partner, Bain & Company, Inc.
The Shopping Revolution: How Successful Retailers Win Customers in an Era of Endless DisruptionWharton School Press #ad - For some retailers, the changes will push customers permanently out of their reach—and their companies out of business. In the shopping Revolution, Barbara E. Silver winner, the shopping revolution offers a “brilliant analysis of the disruptive effect that amazon is having on the retail industry and how stores can fight back in order to survive, 2018 FOREWORD INDIES BOOK OF THE YEARFeatured in The New York Times, IBPA BENJAMIN FRANKLIN AWARDS & FINALIST, Bloomberg, and Vox, ” according to Forbes’ Walter Loeb.
Amazon disrupts everything it touches and upends any market it enters. Kahn, examines the companies that have been most successful during this wave of change, a foremost retail expert and professor at The Wharton School, and offers fresh insights into what we can learn from their ascendance. Kahn, and how must they pivot to hold their leadership position today? how did warby parker make a dent in the once-untouchable luxottica’s lucrative eyewear business, fickle world of fashion?building on these insights, examines:How did Amazon become the retailer of choice for a large portion of the US population, and how can other companies work with them or compete with them? How did Walmart beat out other grocers in the late 1990s to become the leader in food retailing, also the author of Global Brand Power: Leveraging Branding for Long-Term Growth, and what can that tell start-ups about how to unseat a Goliath? How did Sephora draw customers away from once-dominant department stores to become the go-to retailers for beauty products, and what can retailers learn from their success? How are luxury and fast-fashion retailers competing in the ever-changing, Kahn offers a framework that any company can use to create a competitive strategy to survive and thrive in today’s—and tomorrow’s—retail environment.
The Shopping Revolution: How Successful Retailers Win Customers in an Era of Endless Disruption #ad - A brisk and thought-provoking anatomy of shopping in the 21st century. Kirkus reviews“a must-read for anyone who aspires to reach customers today—and tomorrow. Marc lore, ceo, walmart ecommerce us “a masterful storyteller, Barbara Kahn expertly unpacks the strategies of today’s seemingly unbeatable retailers.
Customer Centricity: Focus on the Right Customers for Strategic Advantage Wharton Executive EssentialsWharton School Press #ad - A powerful call to action, and customer lifetime valuenot all customers are creATED EQUALDespite what the tired old adage says, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, the customer is not always right. He provides insights to help you understand:why customer centricity is the new model for success and product centricity must be ushered outhow the ideas of brand equity and customer equity help us understand what kinds of companies naturally lend themselves to the customer-centric model and which ones don’tWhy the traditional models for determining the value of individual customers are flawedHow executives can use customer lifetime value CLV and other customer-centric data to make smarter decisions about their companiesHow the well-intended idea of customer relationship management CRM lost its way—and how your company can properly put CRM to useCustomer Centricity will help you realign your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.
You can’t be all things to all people, so you need to learn to find out who really matters to your success. Fader makes it clear with great ideas and a readable style. Andy sernovitz, author, word of mouth marketing the wharton executive essentials seriesThe Wharton Executive Essentials series from Wharton Digital Press brings the ideas of the Wharton School’s thought leaders to you wherever you are.
Customer Centricity: Focus on the Right Customers for Strategic Advantage Wharton Executive Essentials #ad - Reveals how to increase profits from your best customers, find more like them, and avoid over-investing in the rest…. Decidedly accessible and absolutely necessary. Jim sterne, digital analytics association“perfect read…it’s short 60-90 minutes, clear, Founding President and Chairman, and the best summary I’ve read of why companies should rethink their approach to customers.