November 2024
Intermediate to advanced
256 pages
5h 39m
English
Content preview from Customer 360
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CHAPTER 4The Five Forces of Customer 360
So far, we have outlined the components of Data + AI + Trust and made a case for their importance. We described some companies already on the track like Formula 1 and others like Gucci embracing the dolce vita of a connected customer experience beyond marketing. We’ve proposed a valuation framework and specific tactical inroads made by hard-working enterprises who are keeping the finish line—the truly connected customer experience—in their headlights.
In this chapter, we will lay out a new framework for developing your unique Customer 360 approach. Each company is different, but the principles of Data + AI + Trust are omnipresent. How are we to evaluate our market, determine our competitive strategy, and develop a technical and process architecture for the win?
“In every competition there are no losers and winners, only learners.”
—Brian Herbert, Dune: House Atreides
THE FIVE FORCES OF COMPETITIVE STRATEGY
“The essence of strategy formulation is coping with competition. Yet it is easy to view competition too narrowly and too pessimistically.”1 So began Michael Porter’s article in the Harvard Business Review introducing his influential “Five Forces” framework, later elaborated in his instant classic and still best-selling book, Competitive Strategy.
At the time of Porter’s original essay, strategic frameworks tended to be too academic and detached from the realities of business in the world. Porter opened up the strategic aperture ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.