Dynamic Customer Strategy

CHAPTER 10

Customer Culture

The best CEOs I know are teachers, and at the core of what they teach is strategy.

—Michael Porter

Introduction

Over the past few chapters, models were simplified and operationalized into production systems. But once those models are launched, what comes next? The temptation is to let the models run and just cash the checks. Unfortunately, the world moves on and what worked yesterday may not work today. To gain that competitive advantage that comes from learning quicker and acting on that learning requires a customer knowledge competence (CKC), which is the subject of this chapter. As a Dynamic Customer Strategist, you should be able to:

• Identify the factors that support a CKC

• Create, build, and maintain a customer ...