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Unlocking the Customer Value Chain  By  cover art

Unlocking the Customer Value Chain

By: Thales S. Teixeira, Greg Piechota
Narrated by: Tom Weitzel
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Publisher's summary

Based on six years of research, Harvard Business School Professor Thales Teixeira shows how and why industries are disrupted and what established companies can do to respond - as well as what potential start-ups must master if they hope to gain a competitive edge.

As it turns out, there is a pattern to disruption in an industry, whether the disruptor is Uber, Airbnb, or a dozen other start-ups that have shaken up incumbents and threatened the status quo.

For disruptors to pose a threat to an industry, they have to successfully break the link in choosing, purchasing, or consuming a product or service. Upstarts, Teixeira shows, do not attempt to compete with or overtake a reigning incumbent company entirely. Instead, they work to peel away a portion of the consumer decision-making process, the way Birchbox offered women a new way to sample new beauty products from a variety of cosmetics and fragrance companies, without having to go to the Revlon or Estee Lauder store. Zipcar doesn't attempt to compete head-to-head with GM but rather to offer people who need transportation an alternative way to get around, without owning a car themselves, or being responsible for fuel, maintenance, or insurance.

In a penetrating narrative filled with case studies and stories, Teixeira shows us how start-ups successfully disrupt industries - and what industry leaders must do to avoid being disrupted and protect their domain.

Includes a bonus PDF of figures and tables

PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.

©2019 Thales S. Teixeira (P)2019 Random House Audio

Critic reviews

“Thales Teixeira brings a brilliant and incisive intellect - blending fundamental insights with practical guidance - to the urgent question of digital transformation. In Unlocking the Customer Value Chain, he gives us a road map for winning the right customers, and for keeping them, amidst the vast wreckage of destroyed business models. Fresh, smart, and strategic - a worthy read!” (Jim Collins, author of Good to Great, co-author of Built to Last)

"Digital Disruption has been greatly misunderstood. In Unlocking the Customer Value Chain, Thales Teixeira demystifies some of the misconceptions and, more importantly, creates a generalized framework for executives in virtually any industry to understand and respond to disruptors using a customer-centric approach." (John Quelch, Dean of the Miami Business School and Leonard M. Miller University Professor and Vice Provost, University of Miami)

"No company can succeed today without being customer-centric - agile enough to recognize the weak signals that customers’ expectations are evolving, often in a non-linear fashion and adapt to them. Thales Teixeira provides a fresh perspective and framework for making tough choices about how to compete in today’s competitive environment of digital disruptive." (Professor Linda A. Hill, Harvard Business School, coauthor of Collective Genius)