Identify the Value Opportunities

Sandra Vandermerwe

Chapter Breakthrough 4 in Breaking Through, 2014, pp 88-113 from Palgrave Macmillan

Abstract: Abstract Looking to dominate the ‘market space’ with values that elevate the customer experience is what the customer-centric enterprise excels at doing. And this is what keeps it sustainably ahead of rivals. To get to this point in the transformation, cross-silo team(s) need to identify value gaps or ‘black holes’ in the customer activity cycle, and then unlock opportunities to fill these gaps with customer-based value innovations. A value-mapping tool needs the vigour and rigour to build a strategic template and ensure that engagement and traction take place.

Keywords: Black Hole; Customer Experience; Market Space; Mobile Money; Customer Outcome (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-39551-1_5

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DOI: 10.1057/9781137395511_5

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