Customizing your products and services for the customer is a good way to achieve competitive advantage. After watching this video, you will be able to examine how well your company is aligning with customers.
- 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 or 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 an increase in the price … that the customer has to pay, … then it can achieve sizeable onstage competitive 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, …
Skill Level Intermediate
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