CHAPTER 4
The Second Principle of Digital Business Strategy—Know Your Customer
The second principle is Know Your Customer. In a digitized context, this concept relates substantially to customer data dynamics and it can be broken down into three subconcepts: volume, task, and intent.
Before we drill down into the subconcepts of customer data dynamics, it’s important for us to realize that knowing your customer is a precursor to the development of a unique value proposition, as outlined in the previous chapter. Should our perspective of volume, task, or intent change, it is highly probable that our value proposition will also require reassessment. ...
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