The essential metric of customer capitalism is customer outcomes

Strategy and Leadership

Volumn 39, Issue 4, 2011, Pages 12-18

  Denning, Stephen ^a  

^a NONE

Author keywords

Corporate strategy; Customer capitalism; Customer expectations; Customer experience; Customer interactions; Customer satisfaction; Measuring customer delight; Net Promoter Score; Social media; Team velocity; Time based competition; User stories

Indexed keywords

EID: 79959855410     PISSN: 10878572     EISSN: None     Source Type: Journal    
DOI: 10.1108/10878571111147350     Document Type: Article

References (14)

1. See: Martin, R., "The age of customer capitalism," Harvard Business Review, January 2010
2. Haque, U., The New Capitalist Manifesto (2011)
3. Hagel, J., Brown, J.S. and Davison, L., The Power of Pull (2010)
4. Gulati, R., Reorganize for Resilience (2010)
5. Collins, R., Leadership in a Wiki World (2010)
6. Denning, S., The Leader's Guide to Radical Management (2010).
7. It is also summarized in Chapter 6 of The Leader's Guide to Radical Management (Jossey-Bass, 2010).
8. Crohn, M., Agile Estimating and Planning, (Prentice Hall, 2005).
9. Planning poker is a technique for rapidly estimating, prioritizing, or evaluating a set of items by a group of people. It draws on the talents of the entire group of people present. It encourages expertise-based results rather than status-based outcomes. It is widely used to estimate effort or relative size of tasks in software development. It can be used to establish priorities or preferences among competing items for a wide variety of tasks.
10. Think Quarterly, Google, March 2011, http://thinkquarterly.co.uk/#aboutthebook
11. Stalk, G., "Time - the next source of competitive advantage," Harvard Business Review, 1989, July-August, 41-51.
12. Stalk, op. cit. 41.
13. Harvard Business Review, cover, April 2010.
14. Li, C., Open Leadership: How Social Technology Can Transform the Way You Lead (2010), p. 100.