Technical Note: Customer Experience Systems Harvard Case Solution & Analysis

Structurally speaking, we are on the cusp of a new competitive age. The old age, in which one firm that is independent and its market competitors that are horizontal wrestled for a larger slice of the pie, is giving way to a game that is certainly more nuanced, more challenging-but also superior. In this new game, the smartest, most triumphant players will be those who develop more incorporate end to end systems that produce tangible value and improved experiences to customers.

This technical note focuses on how to manage and orchestrate crucial, differentiated-and profitable-customer experiences on a recurrent basis across inter-organizational value chains and paths-to-market systems.

Technical Note Customer Experience Systems case study solution

PUBLICATION DATE: June 17, 2009 PRODUCT #: KEL419-PDF-ENG

This is just an excerpt. This case is about ORGANIZATIONAL DEVELOPMENT

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