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?

Customer Intimacy 281

Customer Intimacy Operations Products Productivity 281

CO2

NOVEMBER 17, 2011

These paths are clearly and effectively outlined by Fred Wiersema and Michael Treacy in The Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market : 1) Operational Excellence – Lowest Cost. 3) Customer Intimacy – Best Overall Solution. How are you operationalizing it?

Customer Intimacy 74

Customer Intimacy Wiersema Strategic Planning Commitment 74

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. And once you picked one, the work of leadership was to align the culture with the chosen path.

Company 246

Company Customer Intimacy Schein Long-term 246

Six Disciplines

DECEMBER 13, 2013

As organizations increase in size, the leadership team moves from generalists to specialists who are responsible for a particular business area. Customer Intimacy. In smaller organizations, a much greater percentage of employees work with customers directly. Timely Decision-Making.

Customer Intimacy 133

Customer Intimacy Hammer Competitive Advantage Learning-by-Doing 133

Six Disciplines

MAY 17, 2013

As organizations increase in size, the leadership team moves from generalists to specialists who are responsible for a particular business area. Customer Intimacy. In smaller organizations, a much greater percentage of employees work with customers directly. Timely Decision-Making.

Customer Intimacy 116

Customer Intimacy Hammer Competitive Advantage Learning-by-Doing 116

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

Six Disciplines

OCTOBER 19, 2011

In a recently released study from IBM , based on face-to-face conversations with more than 1,500 chief executive officers worldwide, “creativity” has been identified as the single most important leadership competency for enterprises seeking a path through this complexity.

Creativity 82

Creativity CEO Customer Intimacy Chief Executive Officer 82