Customer Capitalism Review

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Customer Capitalism ReviewThe key take-aways from Sandra's book are valuable for anybody in the Customer Relationship space - which, today, is coming to mean everybody!
Sandra's book would make you get out of your company, act and think like the customers who buy your products or service, and make you discover the "value gaps" in your offerings.
A great example her book left me with is the idea of "smart cars": European customers who are buying cars are buying short-haul mobility, and the car sellers are in that "activity space". So you got to think about financing, of insurance, of helping with the servicing.
If a firm fails to provide these product/service pieces surrounding the activity space, the customer will perceive that value gap, and beware if your competitor thought about that before you!Customer Capitalism Overview

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