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The Customer Journey Digital Transformation Workbook

Bill Schmarzo - Dell EMC

Think about how Amazon’s market capitalization towers above that of other retailers, or how the iPhone regularly captures over 90 percent of smartphone industry profits.) Just as sobering as the shift of profit pools to customers, is when scale and network effects dominate markets, economic value rises to the top.

article thumbnail

The Customer Journey Digital Transformation Workbook

Bill Schmarzo - Dell EMC

Think about how Amazon’s market capitalization towers above that of other retailers, or how the iPhone regularly captures over 90 percent of smartphone industry profits.) Just as sobering as the shift of profit pools to customers, is when scale and network effects dominate markets, economic value rises to the top.