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.

Customer Intimacy 9

Customer Intimacy Operations Supply Chain Retail 9

Harvard Business Review

MARCH 29, 2013

Most organizations continuously strive to achieve operational excellence, but they spend less effort understanding customer needs — and few marry these two sources of customer value effectively. In 1996 Tesco adopted Toyota Production System approaches to take its supply chain operations to an even higher level.

Customer Intimacy 9

Customer Intimacy Operations Supply Chain Transportation 9

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. The Cleveland Clinic cleverly uses standards to deliver operational consistency, reliability, and low cost. Customers Health Operations'

Operations 8

Operations Customer Intimacy Supply Chain Wiersema 8

Harvard Business Review

AUGUST 8, 2011

Newly appointed CEO Lou Gerstner logged thousands of hours visiting customers, industry experts and analysts. He then set about transforming the company to rekindle IBM's historic commitment to customer intimacy, to make the organization much more integrated, and to streamline operations.

Customer Intimacy 16

Customer Intimacy How To Mass Marketing System 16

Harvard Business Review

MARCH 12, 2014

By capturing data on 15,000 visitors passing through the festival entrances and comparing it to customers who visited their restaurants two months prior to the festival and two weeks after, they concluded the festival resulted in 1,300 net new customer visits. Operations. We are in the Age of the Customer.

Retail 12

Retail Customer Intimacy Apparel Wireless 12

Harvard Business Review

JUNE 17, 2015

Yet wanting to be closer with customers, and knowing what actual, operational pathways to take in order to achieve this are two very different things. This way, they can respond very quickly to new or changing customer needs, incrementally. The Future of Operations. Insight Center. Sponsored by GE Corporate.

Productivity 8

Productivity Products Customer Intimacy Software 8

Harvard Business Review

SEPTEMBER 23, 2016

Online security and customer intimacy go hand in hand. And this customer intimacy can be leveraged to protect your customers. In order to do this, USAA has deployed many technologies and approaches which help it better understand its customers.

Marketing 8

Marketing Customer Intimacy CIO Technology 8

Harvard Business Review

FEBRUARY 3, 2014

Seed investors are mostly operating as growth investors, expecting that the entrepreneur will somehow manage to bridge the gap and bring a concept to realization. Through these kinds of dialogues, entrepreneurs diagnose real pain-points in customers, and end up building products that customers are willing to pay for.

Productivity 10

Productivity Products Customer Intimacy Benchmarking 10

Harvard Business Review

JUNE 24, 2013

having sacrificed customer intimacy for increased operational excellence gains through widespread cost cutting, are well documented. Organizations worry about fine-tuning their operations to handle the typical situations. Operations Risk management Strategy' and in its home market in the U.K. Not anymore.".

Organization 8

Organization Supply Chain Customer Intimacy Stress 8

Harvard Business Review

JULY 19, 2017

Without building on the basis of a digital operating model, there is no way to ensure alignment among a company’s digital initiatives. Operational excellence, customer intimacy, or product leadership — successful companies excel in one dimension and perform well in the others.

Technology 8

Technology CIO Content Customer Intimacy 8

Harvard Business Review

DECEMBER 9, 2013

However, if you need capital to validate, you are operating in a zone that will be full of very dark hours. Using IT services to generate cash and develop customer intimacy, it is entirely possible to build products. All risk capital in India is in effect growth capital.

Incubator 10

Incubator Stage-Gate How To Venture Capitalist 10

Harvard Business Review

MARCH 28, 2013

Thus, innovators may seek competitive advantage in their product and service data; the low-cost providers on operations and process data; and those aiming for customer intimacy on customer data. It is vital to develop a deep understanding of what is essential for the future.

Competitive Advantage 8

Competitive Advantage Customer Intimacy Supply Chain Retail 8

Harvard Business Review

FEBRUARY 2, 2018

Customer intimacy. Industrial giants have well-established brands, built strong customer relationships, and signed long-term service contracts. They’ve won the customer’s trust, which is why customers are willing to share data. The Challenges for Industrial Giants. Not, really.

Industry 8

Industry Software Six Sigma Engineering 8

Harvard Business Review

JULY 3, 2015

Improved customer insight : The increased customer intimacy that comes with co-creation deepens your understanding of your market, enabling you to serve it better. When customers co-create and have a vested interest in its success, they are more willing to share personal data and other assets with it.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

APRIL 18, 2013

Creating products and services for market segments of one (" mass customization ") isn''t easy. The only way it can happen: marketing, IT, operations, and human resources functions must collaborate in unprecedented ways. But enhanced marketing capability, by itself, is not sufficient for gaining maximum customer intimacy.

Customer Intimacy 11

Customer Intimacy Supply Chain Human Resources Market Segmentation 11