Harvard Business Review

MARCH 29, 2013

While a focus on lowering costs, improving quality, and providing consistent, reliable service will continue to be important, I see a shift in the coming decade to combining operational excellence with customer intimacy: tailored solutions for individual customers based on a deep understanding of their needs.

Customer Intimacy 9

Customer Intimacy Operations Supply Chain Transportation 9

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? I described in an earlier post how Tesco worked for years to improve its supply chain capabilities, then leveraged this value by using deeper customer knowledge to enrich customer experiences.

Customer Intimacy 9

Customer Intimacy Operations Supply Chain Retail 9

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 24, 2013

retailer, spent the last three decades improving its supply chain processes, and designing and launching a series of services, including smaller local convenience stores and online shopping. having sacrificed customer intimacy for increased operational excellence gains through widespread cost cutting, are well documented.

Organization 8

Organization Supply Chain Customer Intimacy Stress 8

Harvard Business Review

MARCH 28, 2013

Further, they can combine John Smith's transaction with others to better understand buying patterns, improve their supply chains, lay stores out more effectively, and so forth. One retailer develops an insight into customer behavior and others follow suit.

Competitive Advantage 8

Competitive Advantage Customer Intimacy Supply Chain Retail 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

Going to market effectively these days, no matter what business you''re in, means relating to customers as individuals — even if there are millions of them. retailer Tesco built detailed profiles of customers and then used these insights and a flexible supply chain to customize their products and offers.

Customer Intimacy 11

Customer Intimacy Supply Chain Human Resources Market Segmentation 11