Using Collaboration to Create Added-Value for End Customers

Abstract

As new sources of value creation are getting scarce, many leading companies are looking beyond the four walls of their operations for new sources of value creation. By looking downstream, leading companies begin to realize that long and lasting relationships with existing customers presents a promising source of profit that is difficult to imitate. Many firms are rushing to learn more about their customers with the use of Customer Relationship Management (CRM) to sell more products to existing customers. Looking upstream, leading companies are looking to suppliers as new sources of value creation.