Centro de Documentacion de Fundación MAPFRE - Co-opting customer competence

MAP20071501312

Co-opting customer competence / by C. K. Prahalad and Venkatram Ramaswamy

Customers as a source of competence: encouraging active dialogue,mobilizing customer communities, managing customer diversity, cocreating personalized experiences -- Managing personalized experience: managing multiple channels of experiences, managing variety and evolution, shaping customers' expectations -- Customers as competitors -- Preparing the organization

En: Harvard business review. - Boston. - January-February 2000 ; p. 79-87

1. Servicio al cliente . 2. Satisfacción del cliente . 3. Cooperación . 4. Fidelización de clientes . 5. Competencia . I. Ramaswamy, Venkatram . II. Title.