Six Disciplines

OCTOBER 19, 2011

The most successful organizations co-create products and services with customers, and integrate customers into core processes.They are adopting new channels to engage and stay in tune with customers. By drawing more insight from the available data, successful CEOs make customer intimacy their number-one priority.

Creativity 82

Creativity CEO Customer Intimacy Chief Executive Officer 82

Lead Change Blog

OCTOBER 16, 2015

The culprit was the myopic view of leadership driven by a “make the numbers” through operational excellence not customer intimacy. And, the human in command of taking care of the customer was jailed by a system that quarantined a solution that favored the customer.

P&L 150

P&L Customer Intimacy Price Retail 150

Harvard Business Review

SEPTEMBER 6, 2013

As a direct marketer we have been good at customer intimacy. We know a lot about our customers. We have known for a long time that we needed to be operationally excellent, but in the past we''ve fixed problems reactively, after the event, to keep customers happy. But it isn''t easy.

Customer Intimacy 9

Customer Intimacy Operations Supply Chain Retail 9

Harvard Business Review

MARCH 29, 2013

While a focus on lowering costs, improving quality, and providing consistent, reliable service will continue to be important, I see a shift in the coming decade to combining operational excellence with customer intimacy: tailored solutions for individual customers based on a deep understanding of their needs.

Customer Intimacy 9

Customer Intimacy Operations Supply Chain Transportation 9

CO2

NOVEMBER 6, 2011

Many years ago, Dana Olson and I went to a very elegant Chinese restaurant in New York. It was an intimate space with a clear view of the kitchen. We could see the shrimp we’d ordered being tossed into the wok. The shrimp must have been alive because they screamed, or so it sounded, as they were cooked on high heat.

Objective 87

Objective Products Productivity Customer Intimacy 87

Steve Farber

NOVEMBER 12, 2020

Aspiring to be the most beloved brand in the world, Bonjoro works at turning customers into friends. The post Turning Your Customers Into Friends (And Your Employees, Too) With Matt Barnett first appeared on Steve Farber. This culture has been the main driver of their business success. Bonjoro is an app for sending individual.

Brand 76

Brand Customer Intimacy Succession Video 76

Harvard Business Review

AUGUST 8, 2011

Newly appointed CEO Lou Gerstner logged thousands of hours visiting customers, industry experts and analysts. He then set about transforming the company to rekindle IBM's historic commitment to customer intimacy, to make the organization much more integrated, and to streamline operations.

Customer Intimacy 16

Customer Intimacy How To Mass Marketing System 16

Harvard Business Review

APRIL 30, 2013

Yet at the same time they use these standards as a springboard for creating unique solutions for each customer based on a deep understanding of their needs. (I I call this understanding and tailoring "customer intimacy" ). The result is a powerful combination that fulfills two customer value propositions at the same time.

Operations 8

Operations Customer Intimacy Supply Chain Wiersema 8

Harvard Business Review

SEPTEMBER 23, 2016

Online security and customer intimacy go hand in hand. And this customer intimacy can be leveraged to protect your customers. It’s time to recast the conversation about cybersecurity so that marketers can help craft a response in conjunction with their customer intimacy programs.

Marketing 8

Marketing Customer Intimacy CIO Technology 8

Harvard Business Review

MARCH 12, 2014

We are in the Age of the Customer. In order to survive and prosper, firms must embrace customer intimacy — online and offline — as a core competence. No doubt, many firms will continue to fly blind when it comes to understanding customer behaviors in their venues.

Retail 12

Retail Customer Intimacy Apparel Wireless 12

Harvard Business Review

FEBRUARY 3, 2014

In particular, we encourage them to immerse themselves with customers, learn their problems, and do some services projects that not only generate cash, but also generate customer intimacy and trust.

Products 10

Products Productivity Customer Intimacy Benchmarking 10

Harvard Business Review

JUNE 17, 2015

In this article we look at three very different organizations – IBM, Rich Products, and Intuit – and the three different paths they have taken in reconfiguring their operations for more customer intimacy, by changing methods, reengineering processes, and transforming culture. IBM: Applying a Hybrid Design-Thinking Approach.

Products 8

Products Productivity Customer Intimacy Software 8

Harvard Business Review

JULY 29, 2013

Third, new easy-to-use online webinar and videoconferencing technologies make it possible for inside salespeople to create customer intimacy without field interaction. What types of selling situations or tasks are most compatible with inside sales?

B2B 11

B2B Power Market Segmentation Customer Intimacy 11

Harvard Business Review

DECEMBER 9, 2013

Using IT services to generate cash and develop customer intimacy, it is entirely possible to build products. Given this rather messy environment, entrepreneurs have a few pragmatic choices on how to navigate the seed stage bottleneck: Bootstrap with Services : Many Indian IT entrepreneurs come from the services industry background.

Incubator 10

Incubator Stage-Gate How To Venture Capitalist 10

Harvard Business Review

JULY 19, 2017

Operational excellence, customer intimacy, or product leadership — successful companies excel in one dimension and perform well in the others. It’s time to think of business strategies for a digital world — rather than thinking of a stand-alone “digital” strategy.

Technology 8

Technology CIO Content Customer Intimacy 8

Harvard Business Review

JUNE 24, 2013

having sacrificed customer intimacy for increased operational excellence gains through widespread cost cutting, are well documented. In recent years, Tesco stumbled in launching new stores in the U.S. and in its home market in the U.K. One commenter on my post put it bluntly: "Tesco''s recent woes in the U.K., Not anymore.".

Organization 8

Organization Supply Chain Customer Intimacy Stress 8

Harvard Business Review

MAY 29, 2013

But here are some examples of how brands are meeting the challenge: Develop customer intimacy. Every strategy begins with an understanding of your target customer. Brands need to tap into this new dynamic by ensuring that, as the path winds and wends, they''re part of the experience. It''s easier said than done.

Customer Intimacy 8

Customer Intimacy Retail Brand Tactics 8

Harvard Business Review

MARCH 28, 2013

Thus, innovators may seek competitive advantage in their product and service data; the low-cost providers on operations and process data; and those aiming for customer intimacy on customer data. It is vital to develop a deep understanding of what is essential for the future.

Competitive Advantage 8

Competitive Advantage Customer Intimacy Supply Chain Retail 8

Harvard Business Review

NOVEMBER 13, 2015

Heat map data can then be used to compare stores and departments (or theoretically, even create rankings of employees) which all could be used to optimize the retail experience for particular customer segments.

Retail 8

Retail Customer Intimacy Loyalty Real Estate 8

Harvard Business Review

FEBRUARY 2, 2018

Customer intimacy. Industrial giants have well-established brands, built strong customer relationships, and signed long-term service contracts. They’ve won the customer’s trust, which is why customers are willing to share data.

Industry 8

Industry Software Six Sigma Engineering 8

Harvard Business Review

JULY 3, 2015

Improved customer insight : The increased customer intimacy that comes with co-creation deepens your understanding of your market, enabling you to serve it better. When customers co-create and have a vested interest in its success, they are more willing to share personal data and other assets with it.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

APRIL 18, 2013

Disgruntled customers can make a video on YouTube to broadcast their tale of mistreatment, as Jarrett Seltzer did when Verizon billed him $2,345 for its equipment when his home burned down. But enhanced marketing capability, by itself, is not sufficient for gaining maximum customer intimacy.

Customer Intimacy 11

Customer Intimacy Supply Chain Human Resources Market Segmentation 11