05174nam a2200685Ki 4500 000226849 OCoLC 20220105164803.0 20190410033004.6 m d cr cnu unuuu 190409s2019 mau ob 001 0 eng d NEZPRACOVANÝ IMPORT 9781633697010 (electronic bk.) 1633697010 (electronic bk.) 9781633697003 1633697002 1897677 (N$T) (OCoLC)1096185462 HF5415.55 .S55 2019eb BUS 082000 bisacsh BUS 041000 bisacsh BUS 042000 bisacsh BUS 085000 bisacsh 658.8/12 23 Siggelkow, Nicolaj, author. Connected strategy : building continuous customer relationships for competitive advantage / Nicolaj Siggelkow, Christian Terwiesch. Boston, Massachusetts : Harvard Business Review Press, 2019. 1 online resource. text txt rdacontent computer c rdamedia online resource cr rdacarrier Includes bibliographical references and index. 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:-- Provided by publisher. Print version record. Added to collection customer.56279.3 Relationship marketing. Customer services Technological innovations. Communication in consumer education. Communication in consumer education. fast (OCoLC)fst00870123 Customer services Technological innovations. fast (OCoLC)fst00885565 Relationship marketing. fast (OCoLC)fst01093590 BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh elektronické knihy fd186907 czenas electronic books eczenas Terwiesch, Christian, author. Print version: Siggelkow, Nicolaj. Connected strategy. Boston, Massachusetts : Harvard Business Review Press, 2019 9781633697003 (DLC) 2018047850 (OCoLC)1080349483 EBSCOhost https://zdroje.vse.cz/login?url=https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=1897677 Plný text HBR EB NEPOSILAT EB MAIN EBSCOhost EBSC 1897677 92 N$T