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Case
Technical Note: Customer Experience Systems
Author(s)
Structurally speaking, we are on the cusp of a new competitive era. The old era, in which one independent company wrestled with its horizontal market rivals for a bigger slice of the pie, is giving way to a game that is more nuanced, more challenging—but also bigger. In this new game, the smartest, most successful players will be those who build more unified end-to-end systems that deliver tangible value and improved experiences to customers. This technical note focuses on how to manage and orchestrate vital, differentiated—and profitable—customer experiences on a recurrent basis across inter-organizational value chains and routes-to-market systems.
Date Published:
06/17/2009
Discipline:
Management;Marketing;Strategy
Key Concepts:
Marketing, Channels, Distribution, Marketing Channels, Routes-to-Market, Go-to-Market, Trust, Inertia, Customer Experience, Consumer Experience, Differentiation, Value Chain, Value Proposition, Vertical Integration, Collaboration, Partnership, Alliances
Citations:
Wilson, Rick. Technical Note: Customer Experience Systems. 7-308-002 (KEL419).