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?
N2Growth Blog
FEBRUARY 24, 2018
A review of the project identified an opportunity to build an online customer support portal as a means to better capture and understand customer needs; Sales Support Project: A global manufacturer determined that its sales force performance was less than stellar.
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Six Disciplines
OCTOBER 19, 2011
Standouts practice and encourage experimentation and innovation throughout their organizations. To succeed, they take more calculated risks, find new ideas, and keep innovating in how they lead and communicate. By drawing more insight from the available data, successful CEOs make customer intimacy their number-one priority.
Harvard Business Review
AUGUST 8, 2011
At its 100-year milestone, IBM shows us what it takes to outlast depression, war, and intense competition in order to remain a market leader in the midst of ongoing technological innovation. Know your customers intimately. Newly appointed CEO Lou Gerstner logged thousands of hours visiting customers, industry experts and analysts.
Harvard Business Review
MARCH 12, 2014
Leaders with digital chops and an understanding for how to translate digital-age innovations such as location analytics into compelling analog world experiences are now the ones to watch. 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.
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.
Harvard Business Review
MARCH 28, 2013
Without such data it is simply too easy for competitors to let you do the hard work of innovation, then copy your insights and erode your competitive advantage. The key lies in developing and exploiting "proprietary data" — data that you and you alone possess.
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