Benjamin Fernandez

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Unless you know all the small, subjective considerations that might influence this customer, your best bet is to perform the comparison in a simple, objective, and systematic manner. How much money, time, and effort must your customer expend to do business with your company? How much must she expend with a disruptor? Does the difference run in your favor or against you?
Unlocking the Customer Value Chain: How Decoupling Drives Consumer Disruption
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