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. However you show up as a leader is completely predictive of how your team will show up. You couldn’t have two or three, you had to pick one.

Company 245

Company Customer Intimacy Schein Long-term 245

Harvard Business Review

SEPTEMBER 6, 2013

As a direct marketer we have been good at customer intimacy. We know a lot about our customers. We have known for a long time that we needed to be operationally excellent, but in the past we''ve fixed problems reactively, after the event, to keep customers happy. But it isn''t easy.

Customer Intimacy 8

Customer Intimacy Operations Supply Chain Retail 8

Harvard Business Review

APRIL 30, 2013

There is one marketing communications team, and we work across all our institutes, such as heart and vascular, or cancer. Yet at the same time they use these standards as a springboard for creating unique solutions for each customer based on a deep understanding of their needs. (I

Operations 8

Operations Customer Intimacy Supply Chain Wiersema 8

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

JULY 29, 2013

We spoke with Mike Moorman, a senior leader in ZS Associates'' B2B sales and marketing practice and a leading authority on sales management, about how inside sales (which refers to sales positions done remotely from headquarters, without face-to-face meetings with clients) is transforming the way that B2B companies interact with their customers.

B2B 8

B2B Power Market Segmentation Customer Intimacy 8

Harvard Business Review

APRIL 18, 2013

By addressing common (and often difficult) questions in such an up-front way, the impression customers get, said Sheridan, is "Oh my gosh, these guys are so honest.". Developing customer trust requires managing interactions sensitively in an environment of increased transparency. This transparency works both ways.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8

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. Example: Ann just switched to a new CRM platform and has heard from the sales team that it saves time and increases conversion.

CRM 8

CRM Brand Business Model Intangible Assets 8