Connected Strategy
Building Continuous Customer Relationships for Competitive Advantage
About the book
Nicolaj Siggelkow and Christian Terwiesch, experts in strategy and operations, argue that new forms of connectivity let companies turn occasional transactions into continuous customer relationships while also improving efficiency. Frequent, low-friction, customized interactions allow firms to anticipate needs as they arise or even earlier, breaking the usual trade-off between superior experience and low cost. Using examples from healthcare, financial services, retail, mobility, education, entertainment and nonprofits, the authors identify four pathways: curated offering, respond-to-desire, automatic execution and coach behavior. They show how each one creates competitive advantage and set out the decisions involved in building a connected strategy, whether in an established company or a startup trying to disrupt an industry.
Reid Hoffman endorsed it for combining academic rigor with step-by-step tools for designing business models, and Adam Grant praised its cases, evidence and frameworks for gaining a competitive edge.
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This book has 2 recommendations
Reid Hoffman (Co-Founder/LinkedIn)
This insightful book blends academic rigor with practical, step-by-step tools that can help you design innovative business models for the Networked Age. Connected Strategy shows how to leverage continuous connectivity and emerging AI to make deep relationships that benefit customers and businesses alike. Read this book if you want to build a business model of the future.
Adam Grant (Author)
In a connected world, companies live and die on their ability to create great customer experiences. In this book, two leading experts on strategy and innovation team up to explore how to create those experiences in a rapidly changing world. Their lively, practical book offers rich cases, evidence, and frameworks for gaining and maintaining a competitive advantage.
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