CO2

NOVEMBER 17, 2011

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. How are you operationalizing it?

Customer Intimacy 74

Customer Intimacy Wiersema Strategic Planning Commitment 74

Harvard Business Review

JULY 3, 2015

Co-creation is less a measure of “customer loyalty” than an indicator of “reciprocal loyalty,” where both parties serve each other. Lower marginal cost : Your customer co-creators bring an entirely new set of assets to the company, at a very low or near-zero cost (see Rifkin’s The Zero Marginal Cost Society ).

CRM 8

CRM Brand Business Model Intangible Assets 8

Lead Change Blog

OCTOBER 16, 2015

We live in a time flush with high efficiency, cost control, and lean operations. The culprit was the myopic view of leadership driven by a “make the numbers” through operational excellence not customer intimacy. Then, the steam-driven drill slammed into rock-hard reality.

P&L 150

P&L Customer Intimacy Price Retail 150

Harvard Business Review

FEBRUARY 2, 2018

But who is likely to assume leadership in creating and capturing economic value in Type 3 products: Digital natives or industry incumbents? Customer intimacy. Industrial giants have well-established brands, built strong customer relationships, and signed long-term service contracts. Ford or Tesla? Rolls Royce or IBM?

Industry 8

Industry Software Six Sigma Engineering 8

Harvard Business Review

APRIL 30, 2013

They can actually make it easier to tailor customer experiences at low cost. The Cleveland Clinic cleverly uses standards to deliver operational consistency, reliability, and low cost. I call this understanding and tailoring "customer intimacy" ).

Operations 8

Operations Customer Intimacy Supply Chain Wiersema 8