Based on six years of research, Harvard Business School professor Thales Teixeira shows how and why industries are disrupted, and what established companies can do to respond--as well as what potential startups must master if they hope to gain a competitive edge.
Thales Teixeira is the Lumry Family Associate Professor of Business Administration at HBS. His work has been published widely in scholarly journals such as Journal of Advertising Research, Journal of Marketing Research, and Marketing Science, as well as in Forbes, the Economist, the New York Times, and Harvard Business Review. Before joining HBS, Teixeira consulted with Microsoft, HP, and Prudential, and he has given stragetic counsel to Nike, Unilever, and countless tech startups.
“Thales Teixeira brings a brilliant and incisive intellect—blending
fundamental insights with practical guidance—to the urgent question
of digital transformation. In Unlocking the Customer Value Chain,
he gives us a roadmap for winning the right customers, and for
keeping them, amidst the vast wreckage of destroyed business
models. Fresh, smart, and strategic—a worthy read!”
-Jim Collins, author of Good to Great, co-author of Built
to Last
"Digital Disruption has been greatly misunderstood. In Unlocking
the Customer Value Chain, Thales Teixeira demystifies some of the
misconceptions and, more importantly, creates a generalized
framework for executives in virtually any industry to understand
and respond to disruptors using a customer-centric approach."
-John Quelch, Dean of the Miami Business School and Leonard M.
Miller University Professor and Vice Provost, University of
Miami
"No company can succeed today without being customer-centric—agile
enough to recognize the weak signals that customers’ expectations
are evolving, often in a non-linear fashion and adapt to
them. Thales Teixeira provides a fresh perspective and
framework for making tough choices about how to compete in today’s
competitive environment of digital disruptive."
-Professor Linda A. Hill, Harvard Business School, co-author of
Collective Genius
“Very practical insights into understanding a customer-centric, not
a company-centric, view of the experiences and the expectations of
consumers who are shopping today. Professor Thales Teixeira
brings simplicity and robust research to these concepts – a must
read for marketers.”
-Brigitte H. King, Chief Consumer Officer, L’Oréal Americas
“HBS professor Thales Teixeira shows how startups upend the ways in
which people shop and buy. The great news is that it is all
predictable. In Unlocking the Customer Value Chain, he offers
a clear roadmap to understand how digital disruption takes
place — and what companies can do to hold onto their valued
customers.”
-Niraj Shah, co-founder and CEO of Wayfair
“Necessary reading for all of us being disrupted and hoping to
become challengers again.”
-Jorge Paulo Lemann, co-founder of 3G Capital
“Teixeira addresses a critical and often overlooked point:
Disruption is all about making the consumer’s life easier.
Technology is only a means to that end.”
-Jan Bayer, President of News Media and Executive Board member of
Axel Springer
"Disruption need not be fearsome for truly customer centric
incumbents, who understand and can effectively mitigate pain points
on customers’ value chains. Disruptors who attack incumbents' blind
spots or ineptness in addressing clients' pain points can quickly
decouple and gain market share. Prof. Thales Teixeira's new book is
essential reading for both alert incumbents and aspiring
disruptors."
-Raymond Ch'ien, Chairman of Hang Seng Bank
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