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 Productivity Products 281

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

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

Harvard Business Review

AUGUST 8, 2011

Know your customers intimately. Never settling, IBM management charged a taskforce with developing a personal computer to compete in the young, growing market for smaller, more versatile machines. Faster, cheaper and more nimble competitors had eaten away at Big Blue's market leadership.

Customer Intimacy 16

Customer Intimacy How To Mass Marketing System 16

Harvard Business Review

APRIL 30, 2013

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 I call this understanding and tailoring "customer intimacy" ). The result is a powerful combination that fulfills two customer value propositions at the same time.

Operations 8

Operations Customer Intimacy Supply Chain Wiersema 8

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 8

Productivity Products Customer Intimacy Software 8

Harvard Business Review

JULY 3, 2015

Example: Carol owns a small business and needs a customer relationship management (CRM) platform. Supporters: These customers are aware of your company and brand, and buy from you consciously. Evaluate your leadership team’s openness to co-creation as well. Your customers are waiting.

CRM 8

CRM Brand Business Model Intangible Assets 8