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Customer Intimacy vs. Customer Satisfaction

CO2

These paths are clearly and effectively outlined by Fred Wiersema and Michael Treacy in The Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market : 1) Operational Excellence – Lowest Cost. 3) Customer Intimacy – Best Overall Solution. 3) Commit, commit, commit!

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5 Ways to Become Indispensable

N2Growth Blog

If you do this, you’ll likely to inspire your clients to grow a fondness for your commitment to their cause – whatever that cause may be. To close, every business aspires to become indispensable to their customers. Here are 5 tips to improve your odds: Put Your Clients First: This is an easy principle to embrace.

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IBM at 100: How to Outlast Depression, War, and Competition

Harvard Business Review

Newly appointed CEO Lou Gerstner logged thousands of hours visiting customers, industry experts and analysts. He then set about transforming the company to rekindle IBM's historic commitment to customer intimacy, to make the organization much more integrated, and to streamline operations.