Multichannel businesses
A good representative of this group is a bank, along with retailers and insurers. For these businesses, knowledge of the customer is crucial. They simply must understand what kind of needs their customers have throughout their lives in order to retain them.
These companies provide seamless experience to their customers. They know very well who their customers are and what sort of needs they wish to have fulfilled.
This is because there is a direct relationship with the customer. These businesses run a number of channels, both physical and digital, to provide consistent customer experience of the kind expected.
Modular producers
A model for this kind of business might be payment companies, according to the strategy-business.com website. They enable people to pay for a variety of goods and services.
They do not know their end customers well but their capabilities are required and used across whole industries. They allow others to distribute and explore the needs of end customers. On the other hand, they must provide innovative and top-quality solutions.
Ecosystem drivers
These players are excellent in both areas mentioned at the very beginning: they know end customers very well and also offer a wide range of products because in addition to their own, they often also sell products of other companies.
We are talking here mainly about large internet retail companies. For these companies it is vital to be constantly improving their knowledge of end customers, while also broadening their offer at the same time.
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