Designing Connection Architectures

For a successful connected strategy, a firm not only needs to create connected customer relationships but also has to create these relationships in a cost-effective way. To succeed, a firm needs a connected delivery model, which consist of three elements:

  1. The connection architecture (equivalent to a series of pipes connecting the firm, its customers, and its suppliers)
  2. A revenue model (how the firm can benefit from what flows through their pipes)
  3. A technology infrastructure (how well these pipes are lubricated)

In this chapter, we focus on the connection architecture—a design aspect for which options have been proliferating.

Here’s how the question of connecting the firm, suppliers, and customers can ...

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