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Gather & Sustain Momentum

In: Breaking Through

Author

Listed:
  • Sandra Vandermerwe

Abstract

Customer centricity builds a customer base from which it leverages increasing value over time. This requires making the investments that look further down the line, and developing the intangible capabilities — the high-value ingredients — that lock customers on and competitors out. These intangibles have unique capabilities that build new types of capital, which need to be measured and reported differently. Customer-centric enterprises acknowledge that great transformations are never-ending, and great disruptors never stop disrupting to make their impact felt and their lead enduring.

Suggested Citation

  • Sandra Vandermerwe, 2014. "Gather & Sustain Momentum," Palgrave Macmillan Books, in: Breaking Through, edition 2, chapter 0, pages 235-265, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-137-39551-1_11
    DOI: 10.1057/9781137395511_11
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    Cited by:

    1. Sibanda Mabutho & Ramrathan Durrel, 2017. "Influence of Information Technology on Organization Strategy," Foundations of Management, Sciendo, vol. 9(1), pages 191-202, February.

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