Customer Connections

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Introduction 1. The Value Compass: Finding Untapped Sources of Value 2. All Ye Need to Know: Customer Knowledge Management 3. Getting Wired to Your Customer: Customer-Connecting Technology 4. Finding Out Where the Money Is: Customer Economics 5. Getting Together: Building the Right Customer Portfolio 6. Creating Customer Value: Designing the Right Range of Value Proposition 7. Producing and Delivering Value: Playing the Right Value-Added Role 8. Creating Value Together: Reward and Risk Sharing 9. Putting It Together: Creating a Customer-Based Strategy Appendix Index

About the Author

Robert E. Wayland is President of Robert E. Wayland & Associates, a corporate strategy consulting firm in Concord, MA.

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About the Author