How IBM, Intuit, and Rich Products Became More Customer-Centric
Harvard Business Review
JUNE 17, 2015
In Rich’s old, functional “silo-based” process, a marketing person with a new customer opportunity would contact their favorite R&D associate, the regulatory and quality assurance departments, packaging, and the plant. But as Intuit grew, informality and entrepreneurship began to morph into procedure and bureaucracy.
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