Customer Intimacy, Development and Management

Gutting the Talent Bench

Lead Change Blog

APRIL 26, 2011

What is your organization’s claim to fame—operational excellence, customer intimacy or product leadership? If your focus is customer intimacy, do the employees who personally excel at operational excellence and product leadership feel engaged or disenfranchised in your workplace? How are you doing in the other two areas?

Customer Intimacy

Customer Intimacy Operations Productivity Products

The Number 1 Tip to Ensure Returns on Your Firm’s Digital Strategy

N2Growth Blog

FEBRUARY 24, 2018

A review of the project exposed the need for developing a mobile computing application as a means to support the newly reengineered business process; Service Delivery Project: A country-wide retailer wanted to initiate a voice of customer effort to better service and retain its customer-base.

Strategy

Strategy Tips Customer Intimacy Strategic Planning

The Senior Leader’s Checklist for Shaping Company Culture

Next Level Blog

FEBRUARY 1, 2022

The authors argued that companies had to pick between one of three paths to value creation and success in the market – operational excellence, customer intimacy or product leadership. Back in my own days as an executive, I was hugely influenced by a book called The Discipline of Market Leaders.

Company

Company Customer Intimacy Schein Long-term

Operational Excellence, Meet Customer Intimacy

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

Customer Intimacy Operations Supply Chain Transportation

IBM at 100: How to Outlast Depression, War, and Competition

Harvard Business Review

AUGUST 8, 2011

Throughout the 1920s, and even in the midst of the Great Depression in the early 1930s, he kept the company focused on what was then cutting-edge tabulation — the punch card machine — pouring profits back into research and development. Know your customers intimately. The deadline for the IBM PC's introduction was Fall 1981.

Customer Intimacy

Customer Intimacy How To Mass Marketing System

Standard Operating Procedures Can Make You More Flexible

Harvard Business Review

APRIL 30, 2013

For example, we are building a development platform for the iPad, and defining how it will interact with our electronic medical record system. 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

Operations

Operations Customer Intimacy Supply Chain Wiersema

The Growing Power of Inside Sales

Harvard Business Review

JULY 29, 2013

We spoke with Mike Moorman, a senior leader in ZS Associates'' B2B sales and marketing practice and a leading authority on sales management, about how inside sales (which refers to sales positions done remotely from headquarters, without face-to-face meetings with clients) is transforming the way that B2B companies interact with their customers.

B2B

B2B Power Market Segmentation Customer Intimacy

Start-ups: Before You Launch Your Product, Start With a Service

Harvard Business Review

FEBRUARY 3, 2014

Seed investors are mostly operating as growth investors, expecting that the entrepreneur will somehow manage to bridge the gap and bring a concept to realization. Initially, the company relied entirely on services to get close to customers, understand and address their problems, and in the process generate revenues.

Productivity

Productivity Products Customer Intimacy Benchmarking

How IBM, Intuit, and Rich Products Became More Customer-Centric

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.

Productivity

Productivity Products Customer Intimacy Software

Make Your Organization Anti-Fragile

Harvard Business Review

JUNE 24, 2013

If lucky, a start-up grows and develops a success formula. having sacrificed customer intimacy for increased operational excellence gains through widespread cost cutting, are well documented. The danger is that their management approaches cannot sense or respond to shocks. and in its home market in the U.K. Not anymore.".

Organization

Organization Supply Chain Customer Intimacy Stress

The Potential of Geolocation for Revolutionizing Retail

Harvard Business Review

NOVEMBER 13, 2015

New technology promises to allow retailers to beat online players at their own game, transforming the customer experience and dramatically improving their positioning. One of the most exciting areas of development is the marrying of mobile apps, location sensing technologies (e.g.,

Retail

Retail Customer Intimacy Loyalty Real Estate

What Apple, Lending Club, and AirBnB Know About Collaborating with Customers

Harvard Business Review

JULY 3, 2015

It starts by understanding customers’ affinity with the brands. Through our research on network-centric businesses and our experience advising hundreds of companies we have developed a framework for understanding customer affinity. Over its lifetime, the app store has generated more than $25 billion for developers.

CRM

CRM Brand Business Model Intangible Assets

Are You Leading Cash Registers?

Lead Change Blog

OCTOBER 16, 2015

Bar coded packaging today drives inventory control, P&L calculations, and all manner of financial management processes. And, maximizing the clerk’s productivity meant keeping her focused on the rules of the registry more than on the concerns of the customer. We seem to be getting longer on high tech; shorter on high touch.

P&L

P&L Customer Intimacy Price Retail

Understanding Customers Is Everyone's Job

Harvard Business Review

APRIL 18, 2013

The biggest changes, not surprisingly, are in the marketing function, itself — the source of these new, more detailed customer insights. By addressing common (and often difficult) questions in such an up-front way, the impression customers get, said Sheridan, is "Oh my gosh, these guys are so honest.".

Customer Intimacy

Customer Intimacy Supply Chain Human Resources Market Segmentation

Leadership Digital

Gutting the Talent Bench

The Number 1 Tip to Ensure Returns on Your Firm’s Digital Strategy

Trending Sources

The Senior Leader’s Checklist for Shaping Company Culture

Operational Excellence, Meet Customer Intimacy

IBM at 100: How to Outlast Depression, War, and Competition

Standard Operating Procedures Can Make You More Flexible

The Growing Power of Inside Sales

Start-ups: Before You Launch Your Product, Start With a Service

How IBM, Intuit, and Rich Products Became More Customer-Centric

Make Your Organization Anti-Fragile

The Potential of Geolocation for Revolutionizing Retail

What Apple, Lending Club, and AirBnB Know About Collaborating with Customers

Are You Leading Cash Registers?

Understanding Customers Is Everyone's Job

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