Harvard Business Review

JANUARY 8, 2013

As global innovators, however, they share a remarkable core value and best practice: they invest in the innovative capabilities of their suppliers. While lean production has almost nothing to do with video production, the clear message was that genuinely lean enterprise craved innovation that made their suppliers more innovative.

Innovation 8

Innovation Lean Production Disintermediation Automotive 8

Harvard Business Review

NOVEMBER 21, 2011

Brand managers and customer care leaders beware. How smart are customer-centric firms that effectively train complainers to disregard or disintermediate their contact centers? But you should be more innovative in making how you handle complaints with efficacy and grace, as well. Everyone looks good.

Disintermediation 15

Disintermediation Call Center Core Competence Incentives 15

Harvard Business Review

AUGUST 15, 2016

Digital commerce and disintermediation have caused many customers to question the importance of having a sales relationship at all. Great salespeople don’t imitate, they innovate. Leadership consultant Scott Edinger observed , “Sales-training programs rightly focus on finding clients’ ‘pain points.’

Brand 8

Brand Disintermediation Price Long-term 8

Harvard Business Review

MAY 13, 2013

The Apple TV will be a portal to worlds now accessible only by planes, trains and automobiles. Now that we''re done, or nearly done, disintermediating old media like the newspaper, and supply chains like the book store, it''s time to solve that vexing problem of having to get ourselves from one place to another. So let''s behold them.

Disintermediation 8

Disintermediation Hotels Airlines Travel 8

Harvard Business Review

JUNE 27, 2017

Executives should also be wary of how AI increases the dangers of brand disintermediation. As brands assume more and more AI functionality, businesses must proactively manage any potential ethical and legal concerns. Whatever the form factor, companies must skillfully manage any future shifts in customer interactions.

Brand 10

Brand Disintermediation Ethics Technology 10