Lead Change Blog

APRIL 26, 2011

What is your organization’s claim to fame—operational excellence, customer intimacy or product leadership? If your focus is customer intimacy, do the employees who personally excel at operational excellence and product leadership feel engaged or disenfranchised in your workplace? How are you doing in the other two areas?

Customer Intimacy 281

Customer Intimacy Operations Productivity Products 281

N2Growth Blog

FEBRUARY 24, 2018

A review of the project exposed the need for developing a mobile computing application as a means to support the newly reengineered business process; Service Delivery Project: A country-wide retailer wanted to initiate a voice of customer effort to better service and retain its customer-base.

Strategy 187

Strategy Tips Customer Intimacy Strategic Planning 187

Harvard Business Review

AUGUST 8, 2011

At its 100-year milestone, IBM shows us what it takes to outlast depression, war, and intense competition in order to remain a market leader in the midst of ongoing technological innovation. Know your customers intimately. Newly appointed CEO Lou Gerstner logged thousands of hours visiting customers, industry experts and analysts.

Customer Intimacy 14

Customer Intimacy How To Mass Marketing System 14

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 8

Productivity Products Customer Intimacy Software 8

Harvard Business Review

NOVEMBER 13, 2015

New technology promises to allow retailers to beat online players at their own game, transforming the customer experience and dramatically improving their positioning. One of the most exciting areas of development is the marrying of mobile apps, location sensing technologies (e.g.,

Retail 8

Retail Customer Intimacy Loyalty Real Estate 8

Harvard Business Review

JULY 3, 2015

Today, however, by exploiting new digital technologies, firms like Apple, Lending Club, and AirBnB have made customer co-creation of value central to their business models and in doing so now rank among the world’s most innovative and valuable firms. It starts by understanding customers’ affinity with the brands.

CRM 8

CRM Brand Business Model Intangible Assets 8