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

MARCH 29, 2013

While a focus on lowering costs, improving quality, and providing consistent, reliable service will continue to be important, I see a shift in the coming decade to combining operational excellence with customer intimacy: tailored solutions for individual customers based on a deep understanding of their needs.

Customer Intimacy 8

Customer Intimacy Operations Supply Chain Transportation 8

Harvard Business Review

AUGUST 8, 2011

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.

Customer Intimacy 15

Customer Intimacy How To Mass Marketing System 15

Harvard Business Review

FEBRUARY 3, 2014

In particular, we encourage them to immerse themselves with customers, learn their problems, and do some services projects that not only generate cash, but also generate customer intimacy and trust.

Productivity 8

Productivity Products Customer Intimacy Benchmarking 8

Harvard Business Review

APRIL 18, 2013

It means building a profile of each customer, based on transaction and social media data (e.g., IBM has built a customer database called Blue Insight , an analytics cloud computer system that unifies hundreds of software applications for more than 200,000 IBM consulting, sales, technical and marketing people.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8

Harvard Business Review

JULY 29, 2013

Third, new easy-to-use online webinar and videoconferencing technologies make it possible for inside salespeople to create customer intimacy without field interaction. Use field sales to sell more complex products and services that require a consultative approach and customization. By geography.

B2B 8

B2B Power Market Segmentation Customer Intimacy 8

Harvard Business Review

JULY 3, 2015

Improved customer insight : The increased customer intimacy that comes with co-creation deepens your understanding of your market, enabling you to serve it better. When customers co-create and have a vested interest in its success, they are more willing to share personal data and other assets with it.

CRM 8

CRM Brand Business Model Intangible Assets 8