Connected Strategy: Building Continuous Customer Relationships for Competitive Advantage

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 aris...