The future is here. Competition is getting tougher and customers are more difficult to please. On the other hand everything is connected, objects are embedded with sensors and software and information flows instantly to all corners of the world , thanks to the communications revolution. This book essentially looks at a networked world where customers and companies are inseparable and are constantly in interaction. In this paradigm, the framework of DART - Dialogue, Access, Risk Assessment and Transparency is introduced and the book proceeds to explain each of these in detail.
The word Co-creation will get included in your daily vocabulary sooner than you expect. Lots of diagrams and case studies are thrown into every chapter. But frankly, there is no concept that is radically different from some of the pioneering works on similar topics already published. To list a few :
-Customer.Com by Particia Seybold
-How to Grow when Markets Don't by Adrian Slywotzky
-The Innovator's solution by Clayton Christensen
-Adapt or Die : Turning your Supply Chain into an Adaptive Business Network by Bob Betts , Claus Heinrich
-Experimentation Matters: Unlocking the Potential of New Technologies for Innovation by Stephen Thomke
-Priceless: Turning Ordinary Products into Extraordinary Experiences by Diana Lasalle, Terry A. Britton
-The Agenda: What Every Business must do to Dominate the Decade by Michael Hammer
Most of the case studies in this book are repetitions from these or are similar in concepts or processes in creating value for ( or along with) the customer. The authors have duly acknowledged and referred to an elaborate list of books and articles under "Aids to Exploration". But my point is that after going through some of the key works listed above, this book fails to impress on originality.
Towards the end of the book, Knowledge Management is brought in as one of the strategic tools that can be integrated into the co-creation framework.
It is certainly interesting to go through the book though it is a combination of old ideas in a new packaging. Young MBAs will find lots of new jargon that can be put to profitable use in job interviews.
