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Index
Title Page
Copyright
Dedication
Contents
Prologue: The Magic of Connected Strategy
1. The Connected Strategy Framework
Part One: The Rewards of Connected Strategies
2. Breaking the Trade-off between Superior Customer Experience and Lowering Costs
3. Workshop 1: Using Connectivity to Provide Superior Customer Experiences at Lower Costs
Part Two: Creating Connected Customer Relationships
4. Recognize, Request, and Respond: Building Connected Customer Experiences
5. Repeat: Building Customer Relationships to Create Competitive Advantage
6. Workshop 2: Building Connected Customer Relationships
Part Three: Creating Connected Delivery Models
7. Designing Connection Architectures
8. Revenue Models for Connected Strategies
9. Technology Infrastructure for Connected Strategies
10. Workshop 3: Building Your Connected Delivery Model
Epilogue: Seizing the Connected Strategy Potential
Sources
Index
About the Authors and Acknowledgments
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