A company’s digital business model describes how the enterprise interacts digitally with its customers to
generate value. The authors argue that it’s time for companies to create a great digital business model
before their customers leave them behind.
A great digital business model will often challenge the status quo in the company: It can cause an
organization to change how work gets done, who does the work and where it invests to best serve customers online.
A digital business model often cannibalizes or changes the company’s physical channels.
And that is true whether the company is a born-on-the-Web company like Amazon, a large oil company
or a local business just starting to focus on the best way to connect with customers online.
The authors have created a framework to help enterprises compete digitally with three capabilities:
their content, customer experience and platform. They illustrate the framework with case studies of top
performers like Amazon, Apple, LexisNexis and USAA and results from an effective practices survey.
They also include a self-assessment tool to help with next steps.