Customer Intimacy Leadership Management Operations 
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?
Next Level Blog
FEBRUARY 1, 2022
The authors argued that companies had to pick between one of three paths to value creation and success in the market – operational excellence, customer intimacy or product leadership. And once you picked one, the work of leadership was to align the culture with the chosen path.
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Harvard Business Review
JUNE 17, 2015
Yet wanting to be closer with customers, and knowing what actual, operational pathways to take in order to achieve this are two very different things. This way, they can respond very quickly to new or changing customer needs, incrementally. The Future of Operations. Insight Center. Sponsored by GE Corporate.
Harvard Business Review
AUGUST 8, 2011
Know your customers intimately. Never settling, IBM management charged a taskforce with developing a personal computer to compete in the young, growing market for smaller, more versatile machines. Faster, cheaper and more nimble competitors had eaten away at Big Blue's market leadership.
Lead Change Blog
OCTOBER 16, 2015
We live in a time flush with high efficiency, cost control, and lean operations. Bar coded packaging today drives inventory control, P&L calculations, and all manner of financial management processes. The culprit was the myopic view of leadership driven by a “make the numbers” through operational excellence not customer intimacy.
Six Disciplines
OCTOBER 19, 2011
In a recently released study from IBM , based on face-to-face conversations with more than 1,500 chief executive officers worldwide, “creativity” has been identified as the single most important leadership competency for enterprises seeking a path through this complexity.
Harvard Business Review
JULY 3, 2015
Example: Carol owns a small business and needs a customer relationship management (CRM) platform. Supporters: These customers are aware of your company and brand, and buy from you consciously. To drive co-creation, you must invite your customers into the value equation. Operate your new co-creative digital business.
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