Chapters in this book

1. Frontmatter i
2. Contents vii
3. Preface ix
4. Acknowledgments xiii
5. How to Read This Book xvii
6. PART I: A New Model for Customers in the Digital Age
7. Chapter 1: The Customer Network Revolution 3
8. Chapter 2: Network Science and Lessons for Business 27
9. PART II: Five Strategies to Thrive with Customer Networks
10. Chapter 3: Access: Be Faster, Be Easier, Be Everywhere, Be Always On 53
11. Chapter 4: Engage: Become a Source of Valued Content 80
12. Chapter 5: Customize: Make Your Offering Adaptable to Your Customers’ Needs 106
13. Chapter 6: Connect: Become a Part of Your Customers’ Conversations 133
14. Chapter 7: Collaborate: Involve Your Customers at Every Stage of Your Enterprise 176
15. PART III: Leadership and the Customer Network–Focused Organization 219
16. Chapter 8: Planning and Executing a Complete Customer Network Strategy 221
17. Chapter 9: Creating the Customer Network–Focused Organization 243
18. Self-Assessment: How Networked Is Your Business? 277
19. How to Continue the Conversation Online 283
20. Cases and Examples by Industry 284
21. Notes 287
22. Index 301