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Unlocking the Customer Value Chain

How Decoupling Drives Consumer Disruption

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Unlocking the Customer Value Chain

By: Thales S. Teixeira, Greg Piechota
Narrated by: Tom Weitzel
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About this listen

Based on six years of research, Harvard Business School Professor Thales Teixeira shows how and why industries are disrupted and what established companies can do to respond - as well as what potential start-ups must master if they hope to gain a competitive edge.

As it turns out, there is a pattern to disruption in an industry, whether the disruptor is Uber, Airbnb, or a dozen other start-ups that have shaken up incumbents and threatened the status quo.

For disruptors to pose a threat to an industry, they have to successfully break the link in choosing, purchasing, or consuming a product or service. Upstarts, Teixeira shows, do not attempt to compete with or overtake a reigning incumbent company entirely. Instead, they work to peel away a portion of the consumer decision-making process, the way Birchbox offered women a new way to sample new beauty products from a variety of cosmetics and fragrance companies, without having to go to the Revlon or Estee Lauder store. Zipcar doesn't attempt to compete head-to-head with GM but rather to offer people who need transportation an alternative way to get around, without owning a car themselves, or being responsible for fuel, maintenance, or insurance.

In a penetrating narrative filled with case studies and stories, Teixeira shows us how start-ups successfully disrupt industries - and what industry leaders must do to avoid being disrupted and protect their domain.

Includes a bonus PDF of figures and tables

PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.

©2019 Thales S. Teixeira (P)2019 Random House Audio
Customer Service Entrepreneurship Leadership Management Business Transportation
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Critic reviews

“Thales Teixeira brings a brilliant and incisive intellect - blending fundamental insights with practical guidance - to the urgent question of digital transformation. In Unlocking the Customer Value Chain, he gives us a road map for winning the right customers, and for keeping them, amidst the vast wreckage of destroyed business models. Fresh, smart, and strategic - a worthy read!” (Jim Collins, author of Good to Great, co-author of Built to Last)

"No company can succeed today without being customer-centric - agile enough to recognize the weak signals that customers’ expectations are evolving, often in a non-linear fashion and adapt to them. Thales Teixeira provides a fresh perspective and framework for making tough choices about how to compete in today’s competitive environment of digital disruptive." (Professor Linda A. Hill, Harvard Business School, coauthor of Collective Genius)

“HBS professor Thales Teixeira shows how startups upend the ways in which people shop and buy. The great news is that it is all predictable. In Unlocking the Customer Value Chain, he offers a clear road map to understand how digital disruption takes place - and what companies can do to hold onto their valued customers.” (Niraj Shah, cofounder and CEO of Wayfair)

What listeners say about Unlocking the Customer Value Chain

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Eye-opening and entertaining

As a layperson, I thoroughly enjoyed this introduction to new business models. It was not an “easy listen” in that complex phenomena are explained at time’s, but the excellent narrator made it very pleasant!

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Excellent book

An excellente resource for understanding how and what it takes to start up or run a business. Especially if you are starting out from idea generation to understanding the customer value chain.

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