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 281

Customer Intimacy Operations Products Productivity 281

N2Growth Blog

FEBRUARY 24, 2018

Upon review, the provision of a Web-based sales support product was determined to be needed as a condition of project completion; Customer Intimacy Project: A regional financial services firm new it was losing customers because they lacked the necessary tools to give their customers the attention that they sought.

Strategy 191

Strategy Tips Customer Intimacy Strategic Planning 191

Six Disciplines

OCTOBER 19, 2011

Key findings from the IBM study: Today’s complexity is only expected to rise, and more than half of CEOs doubt their ability to manage it. Standouts practice and encourage experimentation and innovation throughout their organizations. Better performers manage complexity on behalf of their organizations, customers and partners.

Creativity 82

Creativity CEO Customer Intimacy Chief Executive Officer 82

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.

Customer Intimacy 16

Customer Intimacy How To Mass Marketing System 16

Harvard Business Review

MARCH 12, 2014

Customer tracking data is typically sent to the location analytics vendor where it is analyzed and accessed via online dashboards that provide actionable data tailored to the needs of specific employees — from the store manager to the executive C-suite. We are in the Age of the Customer.

Retail 12

Retail Customer Intimacy Apparel Wireless 12

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

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. Today’s brick-and-mortar retailers are in an arms race with pure-play online competitors for the hearts and minds of customers.

Retail 8

Retail Customer Intimacy Loyalty Real Estate 8