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Customer experience and product leadership

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2 Author(s)
M. Henry ; TtM Solutions, UK ; S. Greenhalgh

Commercial success is often measured by the growth of a company's value to its shareholders, management and employees and is founded on the achievement of three core capabilities or 'value vectors': products or service offering leadership; customer and market focus; and operational excellence. The article brings together customer and market focus with leadership in products and services and describes methods and tools that are being used by various electronics, engineering and telecoms companies. The VP model, experiential value proposition, and the steps and associated tools for the successful implementation of customer and user experience management.

Published in:

Engineering Management Journal  (Volume:15 ,  Issue: 6 )