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. The irony was their technological prowess failed to keep the copper fitting bin flush with inventory.

P&L 150

P&L Customer Intimacy Price Retail 150

Harvard Business Review

JULY 19, 2017

Operational excellence, customer intimacy, or product leadership — successful companies excel in one dimension and perform well in the others. Read more from DXC Technology: Digital Transformation Is Racing Ahead and No Industry Is Immune. Digital transformation requires a new breed of technology partner.

Technology 8

Technology CIO Content Customer Intimacy 8

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. Faster, cheaper and more nimble competitors had eaten away at Big Blue's market leadership. Here are several lessons worth sharing.

Customer Intimacy 15

Customer Intimacy How To Mass Marketing System 15

Harvard Business Review

JUNE 17, 2015

We have shifted from a competitive landscape in which companies are more exclusively focused on external forces affecting their industries and sectors, to one that has become significantly more customer-centric. Consider the battle waged by IBM’s software development teams between competing methods for getting closer to customers.

Productivity 8

Productivity Products Customer Intimacy Software 8

Harvard Business Review

FEBRUARY 2, 2018

But who is likely to assume leadership in creating and capturing economic value in Type 3 products: Digital natives or industry incumbents? Customer intimacy. Industrial giants have well-established brands, built strong customer relationships, and signed long-term service contracts. Ford or Tesla? Rolls Royce or IBM?

Industry 8

Industry Software Six Sigma Engineering 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. Evaluate your leadership team’s openness to co-creation as well.

CRM 8

CRM Brand Business Model Intangible Assets 8