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. By 1955, IBM's revenues were $564 million and it led the world market in making computers. Here are several lessons worth sharing.

Customer Intimacy 14

Customer Intimacy How To Mass Marketing System 14

Harvard Business Review

JUNE 17, 2015

How well do you know your customers? This seems to be a key question on the minds of not just marketers, but company strategists these days. This intensive customer focus has increased as technology-enabled transparency and online social media accelerate an inexorable flow of market power downstream from suppliers to customers.

Productivity 8

Productivity Products Customer Intimacy Software 8

Harvard Business Review

FEBRUARY 2, 2018

We don’t expect Amazon or Microsoft or IBM to design, make, and market agricultural tractors, aircraft engines, or MR scanners. That’s much different than digital natives like Airbnb where marketing is more important than technical expertise. Customer intimacy. The Challenges for Digital Natives. Not, really.

Industry 8

Industry Software Six Sigma Engineering 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. To drive co-creation, you must invite your customers into the value equation.

CRM 8

CRM Brand Business Model Intangible Assets 8

Six Disciplines

OCTOBER 19, 2011

Standouts practice and encourage experimentation and innovation throughout their organizations. To succeed, they take more calculated risks, find new ideas, and keep innovating in how they lead and communicate. By drawing more insight from the available data, successful CEOs make customer intimacy their number-one priority.

Creativity 82

Creativity CEO Customer Intimacy Chief Executive Officer 82

Harvard Business Review

MARCH 12, 2014

The culprit turned out to be a series of benches placed in front of the wall, limiting customer access. Marketing. A restaurant chain wanted to understand the whether or not sponsoring a local music festival had a measurable impact on customer visits. Operations. We are in the Age of the Customer.

Retail 8

Retail Customer Intimacy Apparel Wireless 8