Sense & Respond

by Bradley, Stephen P.; Nolan, Richard L.

• ISBN13: 9780875848358
• ISBN10: 0875848354
• Format: Hardcover
• Copyright: 1998-03-01
• Publisher: Harvard Business School Pr

Summary

From virtual shopping to virtual organizations, businesses are pushing the multimedia envelope as they electronically sense, in real time, their customers' needs, and use digital capabilities to swiftly and effectively respond. Sense and Respond: Capturing Value in the Network Era, a series of essays from leading technology experts, explores how firms must develop sense and respond strategies to exploit the opportunities of this networked age. Editors Stephen Bradley and Richard Nolan have compiled an impressive resource for executives seeking to capture maximum value from new technologies. The compelling scenarios reveal what future customer interactions might look like, and address what companies must do-today-to capitalize on the emerging opportunities.

Table of Contents

Preface	vii
PART ONE CREATING AND CAPTURING VALUE	3	(82)
1 Capturing Value in the Network Era	3	(28)
Stephen P. Bradley
Richard L. Nolan
2 The Converging Worlds of Telecommunication, Computing, and Entertainment	31	(32)
P. William Bane
Stephen P. Bradley
David J. Collis
3 Telecommunications: Building the Infrastructure for Value Creation	63	(22)
Jerry A. Hausman
PART TWO SENSING THE CUSTOMER	85	(90)
4 Strategic Uncertainty and the Future of Online Consumer Interaction	85	(22)
Eric K. Clemons
Stephen P. Bradley
5 Delivering Customer Value Through the World Wide Web	107	(16)
Kathy Biro
6 Using Geographic Information Systems to Sense and Respond to Customers	123	(22)
Brian E. Mennecke
Jack Dangermond
PJ Santoro
Mark W. Darling
7 Seeing Through the Customer's Eyes with Computer Imaging	145	(30)
Gerald Zaltman
Linda J. Schuck
PART THREE RESPONDING WITH CAPABILITIES	175	(88)
8 Product Development on the Internet	175	(26)
Marco Iansiti
Alan MacCormack
9 The Emergence of Internetworked Manufacturing	201	(20)
David M. Upton
Andrew P. McAfee
10 Virtual Value and the Birth of Virtual Markets	221	(24)
John J. Sviokla
11 Real Shopping in a Virtual Store	245	(18)
Raymond R. Burke
PART FOUR TRANSFORMING THE ORGANIZATION	263	(58)
12 Inventing the Organizations of the Twenty-first Century: Control, Empowerment, and Information Technology	263	(22)
Thomas W. Malone
13 Virtual Teams: Using Communications Technology to Manage Geographically Dispersed Development Groups	285	(14)
Dorothy A. Leonard
Paul A. Brands
Amy Edmondson
Justine Fenwick
14 Virtual Offices: Redefining Organizational Boundaries	299	(22)
Richard L. Nolan
Hossam Galal
Index	321	(10)
About the Contributors	331