Customer Intimacy, Development and Finance

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Customer Intimacy

Development

Finance

How IBM, Intuit, and Rich Products Became More Customer-Centric

Harvard Business Review

JUNE 17, 2015

In this article we look at three very different organizations – IBM, Rich Products, and Intuit – and the three different paths they have taken in reconfiguring their operations for more customer intimacy, by changing methods, reengineering processes, and transforming culture. IBM: Applying a Hybrid Design-Thinking Approach.

Productivity

Productivity Products Customer Intimacy Software

Start-ups: Before You Launch Your Product, Start With a Service

Harvard Business Review

FEBRUARY 3, 2014

Initially, the company relied entirely on services to get close to customers, understand and address their problems, and in the process generate revenues. Much of what the company learned about its customers in the services mode has been developed into its product, although a good percentage of revenues still comes from services.

Productivity

Productivity Products Customer Intimacy Benchmarking

Leadership Digital

How IBM, Intuit, and Rich Products Became More Customer-Centric

Start-ups: Before You Launch Your Product, Start With a Service

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