Connected Strategy: Building Continuous Customer Relationships for Competitive Advantage

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(as of Dec 28, 2025 23:15:55 UTC – Details)

Business Models for Transforming Customer Relationships

What 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. New forms of connectivity–involving frequent, low-friction, customized interactions–mean that companies can now anticipate customer needs as they arise, or even before. Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are win-win: Customers get a dramatically improved experience, while companies boost operational efficiency.

In this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage. With in-depth examples from companies operating in industries such as 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 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 strategy

Integrating rich examples, how-to advice, and practical tools in the form of “workshop chapters” throughout, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry.

Publisher ‏ : ‎ Harvard Business Review Press
Publication date ‏ : ‎ May 21, 2019
Language ‏ : ‎ English
Print length ‏ : ‎ 288 pages
ISBN-10 ‏ : ‎ 1633697002
ISBN-13 ‏ : ‎ 978-1633697003
Item Weight ‏ : ‎ 1.12 pounds
Dimensions ‏ : ‎ 6 x 1.2 x 9.5 inches
Best Sellers Rank: #333,639 in Books (See Top 100 in Books) #560 in Systems & Planning #1,889 in Business Management (Books) #2,551 in Leadership & Motivation
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