O valor não se troca nem cria na transacção, emerge durante o uso

"Challengers win by pushing customers to think differently, using insight to create constructive tension in the sale. Relationship Builders, on the other hand, focus on relieving tension by giving in to the customer's every demand.
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Where Challengers push customers outside their comfort zone, Relationship Builders are focused on being accepted into it.
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They focus on building strong personal relationships across the customer organization, being likable and generous with their time. The Relationship Builder adopts a service mentality. While the Challenger is focused on customer value, the Relationship Builder is more concerned with convenience. At the end of the day, a conversation with a Relationship Builder is probably professional, even enjoyable, but it isn't as effective because it doesn't ultimately help customers make progress against their goals."
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Trecho retirado de "Selling Is Not About Relationships" de Matthew Dixon e Brent Adamson.
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Se o valor de uma oferta emerge durante o seu uso pelo cliente, então, mais do que tornar a transacção agradável, o que continua a ser importante, há que descobrir ou desenhar a melhor solução para cada valor. Como escrevem Irene Ng e Gerar Briscoe:
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"Overall, the firms came to the realisation that an asset was not a ‘sacred cow’ and that the better it was at absorbing contextual variety of use, the less it would depend on human capability and the easier it would be to scale and replicate across contracts. Furthermore, our study suggests that organisations structured around manufacturing require a re-evaluation of their operational elements and viability when they transform into a full-service organisation. We argue for a transformation in the customer relationship to help realise the value proposition that firms offer."
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Trecho retirado de "Value, variety and viability: designing for co-creation in a complex system of direct and indirect (goods) service value proposition" de Irene Ng and Gerard Briscoe