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| Author: | Prahalad, C. K. Ramaswamy, V. |
| Title: | Co-opting customer competence |
| Journal: | Harvard Business Review
2000 : JAN/FEB, VOL. 78:1, p. 79-87 |
| Index terms: | Consumers Internet Strategic planning USA |
| Freeterms: | Core competencies |
| Language: | eng |
| Abstract: | In the new economy, companies have to incorporate customer experience into their business models. There are challenges in doing that. Managers and researchers have largely ignored the consumer. Due to the Internet, consumers have been increasingly engaging themselves in an active and explicit dialog with manufacturers of products and services. Customers are changing the dynamics of the marketplace. The market has become a forum in which consumers play an active role in creating and competing for value. |
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