Connected strategy: building continuous customer relationships for competitive advantage

Prologue. The magic of connected strategy

The connected strategy framework

Part I. The rewards of connected strategies: Breaking the trade-off between superior customer experience and lowering costs

Workshop 1: Using connectivity to provide superior customer experiences at lower costs

Part II. Creating connected customer relationships: Recognize, request and respond: building connected customer experiences

Repeat: building customer relationships to create competitive advantage

Workshop 2: Building connected customer relationships

Part III. Creating connected delivery models: Designing connection architectures

Revenue models for connected strategies

Technology infrastructure for connected strategies

Workshop 3: Building your connected delivery model.