Strategy & Leadership: Volume 28 Issue 5


Table of contents

The new consumer emerges

Katherine Kress, Nancy Ozawa, Gregory Schmid

New consumers have emerged in North America. These consumers have higher expectations and are more demanding than yesterday’s consumers. Businesses must meet these…

Measuring customer capital

Jan Duffy

Measuring customer capital – customers’ contribution to current and future revenues – is fundamental to assessing how successful an organization is in turning customer…

Buying and selling in a digital world

Randy Harris

The emergence of the digital marketplace has changed everything about how products are bought and sold. Over the past decade, US corporations have spent billions of…

Where has all the service gone?

Horst Schulze

The decline in real customer service parallels corporate USA’s fascination with customer care management – elaborate technologies and processes that spin the wheels of…

Understanding strategy

Warnock Davies

In order to provide executives with a better understanding of the nature and purpose of strategy, the author defines and discusses strategy‐related terms, concepts, and…

Cover of Strategy & Leadership



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Planning Review

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  • Mr Robert Randall