Introduction to Connected Strategy from edX

In this course, you’ll learn how technology has enabled firms to fundamentally change how they connectwith their customers. Professors Christian Terwiesch and Nicolaj Siggelkow of the Wharton School havedesigned this course to help you explore the impact of connected strategies and business opportunitiesassociated with those strategies. Through study and analysis of both the innovation framework andvalue proposition, you’ll learn how Connected Customer Experience and the Connected Delivery Modelscan be utilized in a myriad of industry and business models. You’ll also explore different types ofconnected customers/producers and examples of connected strategy and evaluate existing technologiesthat can inform the design of connected relationships. By the end of this course, you’ll be able toidentify different types of connected strategies and opportunities in a variety of business models so youcan employ best practices and achieve success within your organization.

What you'll learn

Identify and define connected strategies, their potential and value proposition
Analyze customer experiences to understand the customer journey
Leverage positive feedback loops with customers to create effective customization strategies
Identify connected relationships in your firm to improve your connected strategy
Create connection architecture and implement connected customer relationship strategies

What's inside

Syllabus

MODULE 1

- Disruption in Sleep Medicine - Three Horizons of Innovation - Introduction to the Connected Strategy Framework - The Magic of Connectivity: Disney - Connected Strategy Framework: 2 Case Studies - Connected Relationships and Connected Delivery Model - The Fundamental Promise of Connected Strategies - Value and Value Proposition - The Efficiency Frontier

MODULE 2

- Five Different Customer Experiences - Connected Customer Experience Example - The Customer Journey - Repeat to Push Out the Frontier - Repeat and Competitive Advantage - Four Levels of Customization

MODULE 3

- The Connected Producer - The Connected Retailer, The Connected Market Maker, and the Crowd Orchestrator - Peer to Peer Network Creators - The Connected Strategy Matrix - The Connected Toothbrush - The Revenue Model: 5 Principles

MODULE 4

- Deconstructing Your Connected Strategy - Classification Trees and Selection Tables - Bottom-Up Innovation - Why Talk About Disruption - The Case of Imaging - The Innovators Dilemma - Connectivity and Disruption - ConnectedStrategy Conclusion

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Introduces and uses the Connected Strategy Framework, which is commonly used by business leaders and management consultants

Emphasizes the importance of connectivity and its impact on customer relationships and business opportunities

Taught by Nicolaj Siggelkow and Christian Terwiesch, professors at the Wharton School, who are recognized for their research and expertise in strategy and innovation

Examines how connected technologies and business models can drive innovation and competitive advantage

Encourages learners to explore different types of connected customer relationships and evaluate existing technologies

Suitable for professionals seeking to develop their understanding of connected strategies and their implementation in various business contexts

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Introduction to Connected Strategy with these activities:

Read 'The Experience Economy' by Pine and Gilmore

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This book provides a theoretical foundation for understanding the importance of customer experience and how businesses can create memorable experiences.

View The Experience Economy, With a New Preface by... on Amazon

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Read the book and take notes on key concepts.
Apply the concepts to your own work or personal experiences.

Review Customer Experience Tools and Metrics

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Familiarizing yourself with the tools and metrics used in the course will help you comprehend the concepts and apply them in your own work.

Browse courses on Customer Journey Mapping

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Research and compare different customer experience tools.
Set up a demo or trial of one or two tools.
Review industry reports on customer experience metrics.

Join a Study Group or Online Forum

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Engaging with peers in a study group or online forum will allow you to discuss course concepts, share insights, and enhance your understanding.

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Identify a study group or online forum related to the course.
Introduce yourself and actively participate in discussions.

Five other activities

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Explore Connected Customer Experience Platforms

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Exploring different connected customer experience platforms will help you understand the practical implementation of the concepts discussed in the course.

Browse courses on Salesforce

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Identify a few popular connected customer experience platforms.
Sign up for free trials or demos.
Go through the tutorials and explore the different features.

Analyze Customer Experience Data

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Conduct a thorough analysis of customer experience data to identify pain points and areas for improvement in connected strategies.

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Gather and clean data from various sources (e.g., surveys, interviews, social media).
Use data visualization tools to identify trends and patterns in customer behavior.

Attend a Connected Customer Experience Workshop

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Attending a workshop will provide hands-on experience with connected customer experience techniques and allow you to learn from industry experts.

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Identify and register for a relevant workshop.
Attend the workshop and actively participate in exercises.
Follow up with the workshop organizers or speakers to continue learning.

Develop a Customer Experience Plan for Your Organization

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Creating a customer experience plan for your organization will provide practical application of the concepts learned and help you solidify your understanding.

Browse courses on Customer Segmentation

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Define the scope and objectives of your customer experience plan.
Conduct research to understand your target customers.
Develop customer personas and journey maps.
Identify opportunities to improve the customer experience.
Develop and implement a plan to execute your improvements.

Contribute to Open-Source Customer Experience Tools

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Contributing to open-source customer experience tools will enhance your technical skills and deepen your understanding of the underlying principles.

Browse courses on Customer Relationship Management (CRM)

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Identify open-source customer experience tools.
Review the documentation and contribute bug fixes or feature enhancements.

Career center

Learners who complete Introduction to Connected Strategy will develop knowledge and skills that may be useful to these careers:

Marketing Manager

Marketing Managers are responsible for developing and executing marketing campaigns to promote products and services. This course provides a foundation in the principles of connected strategy, which can help Marketing Managers develop campaigns that are effective in reaching and engaging connected customers. The course also covers topics such as customer segmentation and targeting, which are essential for understanding the customer market and developing campaigns that are relevant to their needs.

See salaries and explore the career path for Marketing Manager

Sales Manager

Sales Managers are responsible for leading and motivating sales teams to achieve sales targets. This course provides a foundation in the principles of connected strategy, which can help Sales Managers develop sales strategies that are effective in reaching and converting connected customers. The course also covers topics such as relationship building and negotiation, which are essential for developing strong customer relationships and closing deals.

See salaries and explore the career path for Sales Manager

Product Manager

Product Managers are responsible for developing and launching new products, working with engineers, designers, and other stakeholders to bring a product to market. This course provides a foundation in the principles of connected strategy, which can help Product Managers develop products that meet the needs of connected customers. The course also covers topics such as customer journey mapping and value proposition analysis, which are essential for understanding the customer experience and developing products that are successful in the marketplace.

See salaries and explore the career path for Product Manager

Business Development Manager

Business Development Managers are responsible for identifying and developing new business opportunities. This course provides a foundation in the principles of connected strategy, which can help Business Development Managers identify and develop opportunities that are aligned with the needs of connected customers. The course also covers topics such as market research and competitive analysis, which are essential for understanding the market landscape and developing strategies that are competitive.

See salaries and explore the career path for Business Development Manager

Strategy Consultant

Strategy Consultants are responsible for advising clients on business strategy and decision-making. This course provides a foundation in the principles of connected strategy, which can help Strategy Consultants develop strategies that are effective in the connected economy. The course also covers topics such as business model innovation and disruption, which are essential for understanding the changing business landscape and developing strategies that are relevant to the future.

See salaries and explore the career path for Strategy Consultant

Innovation Manager

Innovation Managers are responsible for leading and managing innovation initiatives within organizations. This course provides a foundation in the principles of connected strategy, which can help Innovation Managers develop innovation strategies that are effective in the connected economy. The course also covers topics such as design thinking and agile development, which are essential for developing innovative products and services that meet the needs of connected customers.

See salaries and explore the career path for Innovation Manager

Account Manager

Account Managers are responsible for managing relationships with key customers. This course provides a foundation in the principles of connected strategy, which can help Account Managers develop strategies for building strong customer relationships and increasing customer lifetime value. The course also covers topics such as customer relationship management and sales negotiation, which are essential for developing mutually beneficial relationships with customers.

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Data Scientist

Data Scientists are responsible for collecting, analyzing, and interpreting data to make informed decisions. This course provides a foundation in the principles of connected strategy, which can help Data Scientists understand the data that is generated by connected customers. The course also covers topics such as data mining and machine learning, which are essential for developing models that can predict customer behavior and identify opportunities for growth.

See salaries and explore the career path for Data Scientist

Marketing Analyst

Marketing Analysts are responsible for analyzing marketing data to measure the effectiveness of marketing campaigns and identify opportunities for improvement. This course provides a foundation in the principles of connected strategy, which can help Marketing Analysts understand the data that is generated by connected customers. The course also covers topics such as web analytics and social media analytics, which are essential for understanding the customer journey and developing effective marketing strategies.

See salaries and explore the career path for Marketing Analyst

Software Engineer

Software Engineers are responsible for designing, developing, and maintaining software applications. This course provides a foundation in the principles of connected strategy, which can help Software Engineers develop applications that are effective in meeting the needs of connected customers. The course also covers topics such as user experience design and mobile development, which are essential for developing applications that are easy to use and accessible on any device.

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Customer Success Manager

Customer Success Managers are responsible for ensuring that customers are satisfied with their products or services. This course provides a foundation in the principles of connected strategy, which can help Customer Success Managers develop strategies for building strong customer relationships and increasing customer retention. The course also covers topics such as customer onboarding and customer support, which are essential for providing a positive customer experience.

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Project Manager

Project Managers are responsible for planning, executing, and completing projects. This course may be useful for Project Managers who are working on projects related to connected strategy. The course provides a foundation in the principles of connected strategy, which can help Project Managers understand the unique challenges and opportunities of connected projects. The course also covers topics such as stakeholder management and risk management, which are essential for successfully completing projects.

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Operations Manager

Operations Managers are responsible for planning, executing, and controlling the operations of an organization. This course may be useful for Operations Managers who are responsible for implementing connected strategies. The course provides a foundation in the principles of connected strategy, which can help Operations Managers understand the impact of connected strategies on their operations. The course also covers topics such as supply chain management and inventory management, which are essential for managing the flow of goods and services within an organization.

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Financial Analyst

Financial Analysts are responsible for analyzing financial data to make investment recommendations. This course may be useful for Financial Analysts who are interested in investing in companies that are implementing connected strategies. The course provides a foundation in the principles of connected strategy, which can help Financial Analysts understand the potential risks and rewards of investing in these companies. The course also covers topics such as financial modeling and valuation, which are essential for making sound investment decisions.

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Business Analyst

Business Analysts are responsible for analyzing business processes to identify opportunities for improvement. This course may be useful for Business Analysts who are working on projects related to connected strategy. The course provides a foundation in the principles of connected strategy, which can help Business Analysts understand the unique challenges and opportunities of connected projects. The course also covers topics such as process mapping and data analysis, which are essential for identifying areas for improvement.

See salaries and explore the career path for Business Analyst