Technical Note: Customer Experience Systems Harvard Case Solution & Analysis

Structurally speaking, we are on the threshold of a new era of competition. Old age in which one independent company struggled with its horizontal competitors market a bigger piece of the pie, gives a game that is more subtle, more complex, and more. In this new game, the most intelligent, the most successful players will be those who are building a more unified end-to-end systems that provide tangible and improved customer experience. This technical note focuses on how to manage and organize a vitally important, differentiated and profitable-customer experience on an ongoing basis through inter-organizational supply chains and routes to market systems. "Hide
by Richard E. Wilson 32 pages. Publication Date: June 17, 2009. Prod. #: KEL419-PDF-ENG

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