Join Anil Gupta for an in-depth discussion in this video Deep customer alignment, part of Competitive Strategy.
- I have not yet come across even one manager…who does not say, at least publicly, that the customer…is king and that the business lives and dies,…depending on whether or not customers are happy.…Lip service aside, however, very few companies…actually make conscious efforts at deep customer alignment.…By customer alignment, I mean…matching what you sell and deliver…with what the customer really needs and wants.…
If a company can figure out how to achieve…deeper customer alignment without too big…of increase in the price that the customer has to pay,…then it can achieve sizable onstage comparative advantage.…What's the difference between shallow…versus deep customer alignment?…Take the case of a sales rep.…Let's call him Harry Warner, who visits…many different customers during the day.…Harry is always polite, has built a good database…containing the names of each customer's children…and their favorite hobbies.…
When Harry visits a particular customer,…say John Smith, he remembers to ask…about the kids and the customer's hobbies.…
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Skill Level Appropriate for all
Q: This course was updated on 08/19/2015. What changed?
A: Due to member demand, we've added three movies to take you even further into competitive strategy: Competing through disruption, Managing complementors, and Understanding industry dynamics