Customer Intimacy Marketing Operations 
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.
Next Level Blog
FEBRUARY 1, 2022
Back in my own days as an executive, I was hugely influenced by a book called The Discipline of Market Leaders. 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.
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Harvard Business Review
SEPTEMBER 6, 2013
What is more important to company success, a strong external focus on customer experiences or an internal focus on effective and efficient operations? Bean have had lots of information about customers for many years that they have used to tailor offerings and services. As a direct marketer we have been good at customer intimacy.
Six Disciplines
DECEMBER 13, 2013
In small businesses, however, there are fewer decision-makers, and they’re so close to customers, employees and daily operations that they can get a sense of whether a decision is right or wrong very quickly. Customer Intimacy. In smaller organizations, a much greater percentage of employees work with customers directly.
Six Disciplines
MAY 17, 2013
In small businesses, however, there are fewer decision-makers, and they’re so close to customers, employees and daily operations that they can get a sense of whether a decision is right or wrong very quickly. Customer Intimacy. In smaller organizations, a much greater percentage of employees work with customers directly.
Six Disciplines
OCTOBER 19, 2011
By drawing more insight from the available data, successful CEOs make customer intimacy their number-one priority. Better performers manage complexity on behalf of their organizations, customers and partners. Compared to other CEOs, dexterous leaders expect 20 percent more future revenue to come from new sources.
Harvard Business Review
APRIL 30, 2013
Most people think standard operating procedures are a strait jacket that limits their flexibility. They can actually make it easier to tailor customer experiences at low cost. As Chief Marketing Officer Paul Matsen told me, "We use enterprise-wide standards. I call this understanding and tailoring "customer intimacy" ).
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