Table of Contents

Series Foreword ix 
Preface xi 
Introduction: From Promises to Proof 1 
I Context 
1 Unfinished Business 13 
2 Beyond Needs and Journeys 25 
3 Leaner Commerce 37 
II Models 
4 Shaving, Rocking Out, and Looking Fabulous 47 
5 Flying Hours, Wash Cycles, and Miles Driven 61 
6 Laughter, Rocks, and Quality of Life 77 
III Action 
7 Committing to Outcomes 91 
8 Breaking the Quality Paradox 101 
9 Getting Up Close and Personal 111 
10 Partnering with Customers 119 
11 Making Your Move 131 
Notes 143 
Index 165

About the Author

Marco Bertini is Associate Professor of Marketing at Esade-Universitat Ramon Llula. Oded Koenigsberg is Professor of Marketing and Deputy Dean at London Business School.

Reviews

A superb, nuanced, and wide-ranging book, The Ends Game is a must-read for anyone involved in strategy, business model design, marketing, customer relations, or organizational development. The authors, Marco Bertini and Oded Koenigsberg, professors of marketing at the ESADE Business School and London Business School, respectively, convincingly argue that playing the "ends game" can produce superior results for both companies and customers, but it takes skill to play it well...Bertini and Koenigsberg make an impassioned and ambitious case for rewriting the rules of commerce.
- Strategy + Business

"This is a deeply researched and insightful work, offering a coherent vision of why playing the Ends Game is the future of business. It lays out a concise manifesto for business model disruption, centered on revenue models, and explains why pricing models are the essence of business."
- INC

Digital technologies are transforming every business but the core principle of value creation endures: take care of the customer. But how? Bertini and Koenigsberg provide managers an insightful roadmap based on careful research and lively examples.
- Erik Brynjolfsson, Professor, Stanford University; coauthor of The Second Machine Age: Work, Progress, and Prosperity in a Time of Brilliant Technologies In order for organizations to justify a 'forever transaction' with the customers they serve, they need to start by aligning their goals with those of the customer. Only by putting the customer at the center of everything they do can organizations maximize value creation. Before hopping on the bandwagon of the latest pricing scheme, read this book to understand the bigger picture.
- Robbie Kellman Baxter, Founder, Peninsula Strategies; author of The Membership Economy and The Forever Transaction The Ends Game elevates our current understanding of pricing to the next level. The book is simultaneously rigorous and practical, and belongs on any executive's shelf.
- Hermann Simon, Founder and Honorary Chairman, SimonKucher & Partners Consumers don't buy products, they buy solutions to their problems. Products are a means to an end. This book highlights this simple but powerful idea, and explains its implications for business practices. A timely and mustread book.
- Sunil Gupta, Edward W. Carter Professor of Business, Harvard Business School; author of Driving Digital Strategy