26 days ago

Customer First: Reframing from Industries to Customer Domains—Session Presentation

Link: https://cisr.mit.edu/publication/2022_1108_Domains_Woerner


For decades, companies have thought of themselves as operating in industries such as banking, retail, shipping, automotive, and energy. But most customers have needs and problems, often cross-industry, that must be solved; for example, business customers want to manage their energy consumption, and consumers want to get an education, buy a house, or manage their daily lives. We call these different customer problem areas domains. In this presentation, Stephanie presents early results from her team’s most recent MIT CISR survey, looking at what companies that are top performers in implementing a domain mindset do.

Publication date:

Publication type: Presentation

Publication authors:
Stephanie L. Woerner
Peter Weill