Customer Connections

"What factors determine the potential value of customer relationships?"

"Customer knowledge, customer-connecting technology, and customer economics are the foundation of customer-connected strategy."

"The simple acquisition of knowledge serves little purpose if that knowledge is not used productively, and productive use requires closing the loop by putting insight into action."

"Technology can be used to collaborate with the customer in the specification, acquisition, or production of the value proposition."

"Customer economics is the analysis of the value of a business in terms of the number and quality of its customer relationships."

"As customers change, learn, and evolve in response to the pressures they face, businesses that serve them must change with them or lose out."

"Expanding the range of your value proposition to cover a larger part of your customer's total experience or value chain is an attractive strategy. "

"It is easiest to illustrate the range of roles by describing three representative roles—product manager, process manager, and network manager—with increasing proportions of information or intangible content in the relationship."

"Many relationships are like non-zero-sum games, in which both parties can do better by collaborating."

"We can suggest some signs regarding customers for which you should be alert and some patterns for which you should watch that might signal opportunities to increase the value of your customer portfolio."