Table of Contents
Prologue: The Magic of Connected Strategy ix
1 The Connected Strategy Framework 1
Part 1 The Rewards of Connected Strategies
2 Breaking the Trade-off between Superior Customer Experience and Lowering Costs 21
3 Workshop 1: Using Connectivity to Provide Superior Customer Experiences at Lower Costs 49
Part 2 Creating Connected Customer Relationships
4 Recognize, Request, and Respond: Building Connected Customer Experiences 63
5 Repeat: Building Customer Relationships to Create Competitive Advantage 91
6 Workshop 2: Building Connected Customer Relationships 121
Part 3 Creating Connected Delivery Models
7 Designing Connection Architectures 147
8 Revenue Models for Connected Strategies 173
9 Technology Infrastructure for Connected Strategies 195
10 Workshop 3: Building Your Connected Delivery Model 217
Epilogue: Seizing the Connected Strategy Potential 235
Sources 239
Index 251
About the Authors and Acknowledgments 261