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 8

Retail Customer Intimacy Loyalty Real Estate 8

Harvard Business Review

MARCH 28, 2013

The key lies in developing and exploiting "proprietary data" — data that you and you alone possess. There, he introduced the contrasting notions of "infrastructure" and "proprietary" technologies. An infrastructure technology diffuses throughout the economy in support of numerous industries and, in time, becomes available to all.

Competitive Advantage 8

Competitive Advantage Customer Intimacy Supply Chain Retail 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. For field salespeople, this means developing new technology and communication competencies. What kind of results can companies expect?

B2B 8

B2B Power Market Segmentation Customer Intimacy 8

Harvard Business Review

DECEMBER 9, 2013

India has numerous small retailers and service providers who are shining examples of scrappy entrepreneurship at its best, but the information technology startups that are my primary interest typically require outside funding. India has done well in the last twenty odd years to build its technology industry through services.

Incubator 8

Incubator Stage-Gate Venture Capitalist How To 8

Harvard Business Review

JULY 3, 2015

Today, however, by exploiting new digital technologies, firms like Apple, Lending Club, and AirBnB have made customer co-creation of value central to their business models and in doing so now rank among the world’s most innovative and valuable firms. It starts by understanding customers’ affinity with the brands.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

FEBRUARY 3, 2014

Initially, the company relied entirely on services to get close to customers, understand and address their problems, and in the process generate revenues. Much of what the company learned about its customers in the services mode has been developed into its product, although a good percentage of revenues still comes from services.

Products 8

Products Productivity Customer Intimacy Benchmarking 8

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. Clicking on these pages shows a company that is educating customers, not hawking products. Companies know far more about their customers by analyzing all the data they collect on them.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8